Holiday Inn Osaka Namba — Hotel in Osaka

CleanlinessMy check in experience was bad, I checked in at 3.30pm and in the first room (room no 1028), the floor light below the bedboard socket was left open and filled with a thick layer of dust. The shampoo and conditioner bottle was not cleaned after use. I was shocked by the room offered to us. I went down to the front office to show them the photos of the room (refer to attached photo). The staff changed to another room (room no 1223) and the condition was the same DIRTY! I got 1 of the staff to come up and look at the room cleanliness and she agreed it was unacceptable. She apologised and said she will help to change to another room. I requested her to check the room thoroughly before making me do the checking for her. By 5pm, I finally got a room and the bathroom ventilation above the bathtub is filled with a THICK layer of dust too ! (refer to the attached photo). Front Desk ServiceOn 27th November evening, my family approached the front desk to inquire about the service and reservation to deliver our luggage to Kansai Airport. The front desk recommended KDS and INFORMED us not once but 3 times that NO reservation is required despite us confirming with them. On 28th November 10.30am when we brought our luggages down, the front desk staff told us it cannot be done if we didn't make a reservation. I tried to explain to the staff that we were informed the previous night that NO reservation is required, we just need to bring our luggage down before 11am. The staff couldn't speak and understand English well. Another staff approached, these 2 elderly front desk staff couldn't speak proper English and couldn't understand. I requested for an English speaking staff to communicate with us. At that moment we were in panic mode as it was 20mins away from getting a reservation to send our luggage to the airport and nobody could help us. Then 1 of the staff approached Sasayama Takami and apparently she could speak and understand English but she was unwilling to help. She was standing at a corner staring at the computer when she could obviously hear the commotion between us and the 2 poor English speaking front desk. We were told to reserve the luggage one by one when we have a total of 4 luggages which we find ridiculous! So I approached Takami San for help but she was not interested. I was furious and told her I would like to complain to the manager in charge, she was nonchalant about it and told me to write in to the general inquiry email. I insisted I would want a specific general manager name and email. Her rudeness was beyond acceptable, she wrote the email and left it on the desk without getting back to me. What kind of customer fronting service is that? She does not look young so I assumed she is a very experienced front desk staff. Was alarmed by such unprofessional service! First, she chose to be a bystander without coming forward to resolve the communication struggle we have with the 2 elderly staff. Secondly, when I approached her to help, she showed an uninterested face. Delivery to airport service should be a frequent request is it not? Could not comprehend such an easy simple request they could not understand and help customers? Worst of all, you have a staff that chose to be a bystander and not come forward to help! Holiday Inn is under international IHG group, would you be able to accept such kind...

CleanlinessMy check in experience was bad, I checked in at 3.30pm and in the first room (room no 1028), the floor light below the bedboard socket was left open and filled with a thick layer of dust. The shampoo and conditioner bottle was not cleaned after use. I was shocked by the room offered to us. I went down to the front office to show them the photos of the room (refer to attached photo). The staff changed to another room (room no 1223) and the condition was the same DIRTY! I got 1 of the staff to come up and look at the room cleanliness and she agreed it was unacceptable. She apologised and said she will help to change to another room. I requested her to check the room thoroughly before making me do the checking for her. By 5pm, I finally got a room and the bathroom ventilation above the bathtub is filled with a THICK layer of dust too ! (refer to the attached photo). Front Desk ServiceOn 27th November evening, my family approached the front desk to inquire about the service and reservation to deliver our luggage to Kansai Airport. The front desk recommended KDS and INFORMED us not once but 3 times that NO reservation is required despite us confirming with them. On 28th November 10.30am when we brought our luggages down, the front desk staff told us it cannot be done if we didn't make a reservation. I tried to explain to the staff that we were informed the previous night that NO reservation is required, we just need to bring our luggage down before 11am. The staff couldn't speak and understand English well. Another staff approached, these 2 elderly front desk staff couldn't speak proper English and couldn't understand. I requested for an English speaking staff to communicate with us. At that moment we were in panic mode as it was 20mins away from getting a reservation to send our luggage to the airport and nobody could help us. Then 1 of the staff approached Sasayama Takami and apparently she could speak and understand English but she was unwilling to help. She was standing at a corner staring at the computer when she could obviously hear the commotion between us and the 2 poor English speaking front desk. We were told to reserve the luggage one by one when we have a total of 4 luggages which we find ridiculous! So I approached Takami San for help but she was not interested. I was furious and told her I would like to complain to the manager in charge, she was nonchalant about it and told me to write in to the general inquiry email. I insisted I would want a specific general manager name and email. Her rudeness was beyond acceptable, she wrote the email and left it on the desk without getting back to me. What kind of customer fronting service is that? She does not look young so I assumed she is a very experienced front desk staff. Was alarmed by such unprofessional service! First, she chose to be a bystander without coming forward to resolve the communication struggle we have with the 2 elderly staff. Secondly, when I approached her to help, she showed an uninterested face. Delivery to airport service should be a frequent request is it not? Could not comprehend such an easy simple request they could not understand and help customers? Worst of all, you have a staff that chose to be a bystander and not come forward to help! Holiday Inn is under international IHG group, would you be able to accept such kind...

Hotel is located near train station, with Lawson and shops just downstairs.However, room was rather dusty. Noted on huge dust particles on bed headboard. Board concealing the electrical cables at bottom of bedboard was not placed back properly. Can see the thick layer of dust coating the cables. Requested for housekeeping to clean-up the room the following morning as we'd settled down rather late in the day. It was mentioned to reception staff that room was dusty and i had started to have sinus. Returned to find the room made up, slightly better but noted the bedboard was still left laying on the floor under the bed exposing the dusty cables. Seemed like cleaning was done on superficial level, eg. making the bed and refreshing the towels but not vacuuming of the floor. acting POOR wifi in the evenings. Called front desk as we not able to connect to internet for webcalls and was informed that "it is normal that wifi is weak".POOR front desk experience on last day of stay.. was unpleasantly informed that we were not able to send our luggage to airport without prior reservations despite having checked and verified with staff at reception desk 3times the day before. It was informed to simply bring down our luggage before 11am. Seems that front desk staff are not properly trained with knowledge of courier services offered. What made the matter worse, front desk staff was not able to converse properly in English and provide guidance on the last minute hassle to rush to try to make the reservation. Communicated that ONE reservation needs to be made for EACH piece of luggage which we later found out to be not the case when we could have just made ONE reservation for all 4pieces of luggage. It is later noted that a front desk lady (who can speak fluently in English) chose not to come over and help out her colleagues to help on this during all the commotion, even when we'd requested to have someone who can understand and speak English fluently to help. Deliberately acting ignorant of what was happening at the other end of the lobby counter. This is a sharp contrast to the friendly and helpful service we'd experienced in our other stays during...