Il Cuore Hotel Namba — Hotel in Osaka

Absolutely awful stay – beyond disappointed!

This was one of the most frustrating and unacceptable hotel experiences I’ve ever had.

The hotel’s website and booking platform offered no option to choose between smoking or non-smoking rooms, so we made sure to clearly request a non-smoking room in the booking notes.

When we arrived, the male staff member was casually chatting with a trainee, saying, “There’s no problem on our side,” while handling our check-in — showing a completely careless and dismissive attitude, as if our request didn’t matter at all.

Despite our clear request, we were given a smoking room that absolutely reeked of cigarette smoke. The smell was overwhelming and disgusting.

When we brought this up to the front desk, the response was shocking: “It was booked as a smoking room on Agoda, so it’s not our fault.” No apology, no room change, no refund, and no compensation. They basically told us to solve it ourselves, with the staff literally shrugging like it wasn’t their problem. Zero accountability. Zero customer service.

I was furious. This is NOT how guests should be treated.

We had to book a new hotel at APA out of our own pocket, meaning we paid double for one night due to their mistake and indifference. That is completely unfair and unacceptable.

And honestly — what if we had a child with us? Are we just supposed to let them sleep in a room full of secondhand smoke? The lack of responsibility and basic decency from this hotel is infuriating.

I will NEVER return and strongly urge others to avoid this place. Don’t make the same mistake we did. This hotel does not care about your comfort, your health, or...

Location is near to Namba Station which make it easy to return to kansai airport. Just need to cross the street from Takashimaya shopping centre (took about 5-7 mins with luggage).

Hotel building is not really prominent as it is tuck behind a street and in a slanted position. The main entrance is facing the sheltered carpark with a pachinko opposite and a car rental beside the hotel entrance. The side door entrance is facing the main road and a small open carpark. The hotel is tuck in a quiet street with eateries and 1 small drugstore around.

Room cleaning is limited to change towels, clear rubbish, refill amenities like free water bottle, tea and coffee, toothbrush only. They don't tidy up bedsheets and bathroom if not staying for more than 3 days due to eco environment policy. If need more amenities, just get it from lobby.

There is only a coffee machine located at lobby with 2 board games beside the sofa.

An ice machine,1 vending drink machine, 2 washing machines, and 2 dryers (pay coin) located at 13th floor corner room (very hot and stuffy).

Our 3 room pax size is just nice for a family of 3 with 1 open luggage and space to walk around. It's a typical japanese hotel size, so 3 pax rooms are slightly bigger than 2 pax rooms.

To walk to namba Street, dontobori Street is another 8 mins walk...

Fantastic location. 5mins walk across Namba subway and train station. FamilyMart, restaurants and bars located around the hotel. ||Room was clean. Washers & dryers available on the top floor. Free access to microwave and ice maker on the same floor too.||I wasn’t sure why people are saying they couldn’t control the air-con. I managed to switch it to either a heater mode or a cool 25 degrees.||Toilet was extremely clean and spacious for a small room. Couldn’t find any mold which was common for a 3-Star hotel.||Staff were patient and even provided me an large umbrella when I requested for one on a rainy day. ||Cons:|Hotel entrance was a little hard to find as it was hidden behind a car park. You may only find the path at the main road leading to entrance; located beside the small car park.||Rooms were very small. Comfortable for one but definitely a squeeze for two persons. I couldn’t find a spot for ONE luggage; it was either blocking my walkway or the mini-fridge.||No power outlets beside the bed which was inconvenient. And there were only two of them which you already had to share it with either your kettle and hair dryer.||The toilet bowl had no warmer, only a common washlet...