Nine Hours Narita Airport — Hotel in Narita

Edit: Since I made the review below, I’ve been charged again for this room! Customer service does not reply. Please be careful booking this hotel!

Be careful when booking on their website. Unfortunately we had a really upsetting experience.

We turned up at around 9pm having made a booking on their website the morning before. However, when we turned up they had no record of our booking and said there is nothing they can do as they are now full.

We were treated really poorly by the staff. We tried to explain there must be a mistake on their system but without even looking into it they just said no and it’s not their fault.

I insisted there must be a mistake on their system as money was taken out of my bank account but I received no confirmation email. The staff acted is if we were trying to scam them. It was very frustrating.

They told us to wait on the side whilst they looked into it. But they were extremely rude and said I will prove to you this is your fault. We waited around 2 hours whilst they checked in many other customers before us whilst they reached out to their office. During this time we were ignored. It would of been nice if they gave us updates during this time or said don’t worry we will fix this situation.

Finally, they received a call from their office who said there was an unknown system error on their end. They finally started to take our case seriously and said there was in fact space but both my girlfriend and I would both need to go in the men’s section.

For my girlfriend this was a very uncomfortable experience having to go in the men’s section. She was the only woman in a dorm of over 50 men. Everyone was looking at her like she was in the wrong section and that she was doing something wrong. She also did not feel safe going to the bathroom alone in the men section in the middle of the night.

Overall, this was a really upsetting experience. We arrived at 9pm and didn’t get into bed until nearly midnight. We had to leave at 4:30am for a flight so this defeated the point of going to 9 hours.

To be clear, we did eventually get a refund from the staff. However, from the start we were treated as if we were crazy or if we were trying to scam them. We received no real apology and in the morning when we left the same staff made no apology or asked any questions if we’re ok.

I hope future don’t have...

Book at your own risk!!! If there is a "0-star" option, i would select 0 star. But I can't. 1 star, fine, i give it to you, for the great location only. Dishonest hotel and staff attitude is just horrible. My trip to Japan was great but this hotel just ruined my last night here. Got cancelled last minute upon checking in, and unreasonable alternative (to cancel my existing booking and book at their own website at a far more expensive price). Fyi i double confirmed with them on the same afternoon regarding my booking and even told them my estimated arrival time and they email me saying they agreed to it. End up, I was left stranded in the B1 and B2 of NRT terminal 2. Their attitude was so bad. Just straightaway rejected me without checking any further. Didn't even have place to put down my luggage while trying to nicely reason out with them. Left the hotel feeling so angry. And there, i was stuck. Thankfully there was a patrolling police officer who helped me go to level 1 (which access was locked after 12am). Book at your own risk. They will tell you to cancel a nom-refundable booking you've made, and ask you to pay their own price. If you don't agree, they simply don't welcome you , sulk at you, and make it feel like you're forced to leave. Utterly disappointed. You can get more worth it places nearby the hotel. Don't risk yourself in getting stuck there. To the hotel - if you don't welcome bookings from external parties, then please don't register them as a booking platform. If you know you're going to cancel your guests, call or email them in advanced at least few hours earlier, is better than falsely confirm with your guest on the same day, and end up cancelling ON ARRIVAL. You've no idea how much inconvenience it caused. Look into your staff attitudes too. Totally "can't be bothered attitude" and giving threatening body language. If you told me to top up money to stay, I would have understood it and done it. But you ask me to cancel my unrefundable booking and book at a totally different price. That's a matter of honesty and principle. How can you confirm, double confirm, and then cancel, especially at that timing I reached, where after I attempted to check in, everything is shut and I'm just...

I've stayed at many capsule hotels before, but I did not enjoy my stay here. Yes, the capsule was clean, but everything else was problematic: the wifi turned off every few minutes which made it impossible for me to get any work done, there is no place to get water, no common area or even a lobby (you have to go outside the hotel to eat or do anything), there was only one Japan/US-style plug (no universal plug or USB port), and there was zero flexibility with check-in. I got there at 1:56pm, 4 minutes before the check-in time of 2pm, and was not allowed to begin the check-in process and had to wait outside. You can't store your luggage there before or after your stay, probably because there's no lobby. And finally, the employees don't speak English. I can't really complain because the only language listed in the booking details is Japanese, and normally, I wouldn't expect anyone outside of English-speaking countries to speak English, but I think I was taken aback because this was inside of an major international airport and there were just so many of foreign guests. The person who checked me in did not understand "what time is check-out," so I think it would be much more convenient for guests if employees had at least a very basic level of English.

Finally, the A/C did not penetrate the capsules themselves while the screens were down, and I couldn't get the mosquito out of my capsule and ended up with a couple of bites.

To end this review with some positives: I appreciated the no talking policy because the walls were incredibly thin and lots of people were staying just for a few hours in between flights. I also did not mind the pillow, which I know a lot of reviews have complained about - it's a typical East Asian-style neck pillow for neck support, and is supposed to be hard. I do think I would stay here again if I were stuck in Narita for several hours, but only if my stay coincided with check-in times since unlike other hotels, there's no lobby to wait in or area to leave your luggage. 3 stars because most of my complaints are consistent with the hotel descriptions (it's not like anything was blatantly misrepresented), but keeping the deduction for the lack of facilities...