Courtyard by Marriott Osaka Honmachi — Hotel in Osaka

Great location, nice Japanese spa and breakfast. I will definitely stay again to see if their customer service has improved or not.

The customer service and the communication is very poor and frustrated. I can’t believe this even happened to an American international Marriot group, which supposed to be able to communicate in either English or the native language in its local country.

I’m a Platinum member, and I believe I am eligible for enhanced room upgrade. By the time I arrived at the hotel at around 14:30 on 11th Dec, the suite and the larger room are still available for booking on the Bonvoy App.

However, when I checked in, nothing happened. I was given a room without any upgrade.

So I ask if there’s any possibility to upgrade me to the suite, then the front desk staff’s English ability is not sufficient to explain why she can’t or not willing to upgrade me to the suite.

She then approach to her colleague but her colleague doesn’t care about this staff at all, acting like that is her business that she needs to take care of. I feel it’s very cruel.

It’s a 5 mins waiting time.

I open my Bonvoy app and show her that there are still 8 room types available during my staying period. I try to ask if it’s possible to arrange a bigger room for us?

She then walk into the office and it’s another 10 mins waiting.

When she walk out of the office, a male colleague walk out with her. Apparently this male colleague’s English is a lot better and make the communication easier. The male colleague talk to the cruel and cold female colleague like I said in point 4. She seemed unhappy and impatient, she even throw her badge to the other side of the reception desk.

They still need to check if the room is blocked or not. The male staff provides an alternative but requires me to move rooms three times. I don’t want to move so I refused.

I open my Bonvoy app again and show them that there are still 8 room types available during my staying period. They replied the system may not reflect the actual booking condition sometimes.

Then they walk back to the office. 5 mins later, the suite was gone, can’t be seen on the app anymore. They told me it’s booked.

I’m actually okay with not providing me any upgrades if there’s no availability but someone needs to tell me in a language I’m able to communicate. My Japanese speaking is bad but I can listen and understand. I speak English and Mandarin Chinese. All the staffs working during that shifts seem like not welcoming any guests. They just keep me waiting without explanation. No one seems helpful.

Even when me and my friend go out and return back, no one greets. It’s really hard to imagine I’m in Japan, a country where best service is well-known for the world.

I’ve been to Japan for more than 20 times, and I have been using Marriot for more than 4 years. This is the first time I’m so frustrated with the service that Courtyard Honmachi provided.

Courtyard honmachi serves as an international hotel brand under Marriot group, I don’t think it is ready to welcome international travellers.

And after I checked the comments on Google Maps, I can’t imagine the management team never think how to improve at all. The terrible service is always the reason this hotel is rated as one star low rating. I will also inform Marriot to double check whether they are happy to see these comments on Google.

By the way, the ventilation fan continuously made huge sound for 15 mins, and I finally phoned the front desk. I told a male staff the situation happened and suddenly the sound stopped. The male staff then said ok, without sending someone to double check.

I really can’t believe I’m staying in a Japanese hotel. I used to stay with Inter Continental, Grand Hyatt, APA, Richmond hotel and even hostel in Osaka, but never feel this worse, worse than staying...

The entire staff makes the stay at this hotel pleasant. Check-in with Ms. Rumina Raytcheva was the best I have seen in years. Rumina is professional, polite, attentive and pro-active. Also, Ms Mari Takeda, the Front Office Manager, assisted in resolving an issue, she was professional, kind and embowered to resolve the issue immediately, quite refreshing to see in the hospitality business. Also, Mr. Hien Cao Ba deserves recognition for his professionalism in both the hotel bar and restaurant, as well as for his conversation and local recommendations. Last, but certainly not least, Ms. Yokoyama, who also assisted in resolving an issue. Ms Yokoyama, is professional, courteous, resolution-oriented and exceptionally kind. Ms. Yokoyama even offered to take our train tickets to the JR Train Ticket Office to exchange them for us. We were very appreciative for her offer, but did not accept her kind offer because we felt it was well beyond the scope of her job. Nevertheless, there was a constant theme with all the staff at this hotel....they are all professional, competent, kind, proactive, empowered and resolution oriented.

Unfortunately, there is a negative aspect to this hotel....the breakfast buffet is sadly limited and the quality of the food isn't the best. The space for breakfast is very small and the atmosphere is quite hectic. Nevertheless, the staff were awesome. The dinner was mediocre at best and sadly the atmosphere wasn't the best. One family group allowed there children to run around the restaurant, jump up and down on furniture and go to other diners tables. I had to talk to the hotel staff twice, the atmosphere was more like a playground rather than a restaurant. There were other families that were guests as well, trying to have a nice diner and I feel the problem should have been addressed without customer intervention. IMO I feel the hotel has some work to do to get their restaurants up to standard. The Courtyard Brand has really elevated their hotel look and feel the past few years to be a category up, especially when it comes to their lounges and food.

Despite the restaurants being mediocre, I still highly recommend this hotel. It is a great value, good location with plenty of great food nearby, and most importantly the entire staff will make you feel welcome and at home from the moment you arrive until you depart! Thank you to all the staff from my wife and I !!!!!!!!!

-Marriott Bonvoy Platinum...

Osaka is always a good place to visit and relax. |||Courtyard by Marriott Osaka Honmachi is a|nice, clean, modern and non-Smoking Hotel !!! 🚭|||My wife and I stayed at this hotel|for 4 nights. When we chose the hotel in Osaka , we absolutely fell in love with this hotel, because most of the verified reviews and comments were positive 💯. |||🚿🛁 Our room has a separate washroom and showering room. When my wife was doing her skin care in the washroom, I could still use the shower room. |||🚽 High-Tech and Unique Japanese toilets come equipped with a whole panel of buttons on the wall. |||🫙🫙 Everyday two bottles of Japanese fresh water, coffee and tea are provided, and they are more than happy to give more.|||🌃🌇 Their blackout curtains are excellent. When I closed the curtains, they covered the window completely and blocked out streetlights, sunlight and helped absorb more sound before it reached our room. That made us easily fall asleep after a long walk during the day.||☕️☕️ A notable convenience was the availability of good quality self-service free Nespresso / coffee in the lobby. |||🍜🥟 There are several 24-hour convenience stores, drug and skincare products stores, and small restaurants just around the corner. A supermarket is just about 10 minutes away.|||**Must try their ¥120～200 fresh cream puff 🍩🥧 and milk pudding 🍮 🍰 from the convenience stores for midnight snacks. They are irresistibly yummy at friendly prices !|||🏠 Located in Hommachi (堺筋本町) area. Easy to access Shinsaibashi (心齋橋). |🚇🚊 Only 2 stations away from both Namba (難波) and Umeda (梅田) shopping areas. |||🔁✈️ We took the Airport Shuttle Bus (Approx US$8.00 per person) to Namba OCAT Station, then got on a taxi (Approx US$12~15) directly to the hotel. Both bus or taxi drivers took care of our heavy luggages 🧳🎒. ||🚖 Taxi are always available in front of the hotel main entrance |||🚆🚇The Hotel is just next to the Metro Exit 8, or Exit 10 & 11 through SEMBA Centre. ||If you come to the Hotel by the Metro with luggage, better to exit via the SEMBA Centre's Building 4 for elevator access. SEMBA Centre's Building 4 is just opposite to the Hotel.|||🙏🙏 Thank you for making our trip so memorable and the Hotel's gracious hospitality. |There were so many generous, thoughtful people I wanted to thank, especially Nao San and Bishnu San. ||🙏🙏 I appreciate everyone's effort in making our trip perfect. A big thank you to each one of you for your dedication...