Mercure Tokyu Stay Osaka Namba — Hotel in Osaka

We chose to stay at Mercure Tokyu Stay Osaka Namba after staying at the Swissotel Nankai Osaka five months earlier. What stood out to us immediately was the location. It is very accessible to tourist spots, especially Shinsaibashi Shopping Street. We could shop, bring our purchases back to the hotel, and then head out again to explore and eat. Among the Accor hotels in Osaka, I think this is the best choice for anyone who wants to be close to the main shopping area. It is about a ten minute walk to Shinsaibashi Station and around twelve minutes to Namba Station, which is convenient for catching the subway to Kansai Airport.||We booked Privilege Queen with Washing Machine room and requested a higher floor with a nice city view, and they gave us Room 1804. The room was spacious and well equipped. It had a washing machine with a dryer, a small refrigerator with a top freezer, a microwave, and an induction cooker with a pot. It felt like having the amenities of an Airbnb while enjoying the service of a four star hotel. The view was partially blocked, but we could still see the famous Don Quijote Ferris Wheel from our window. As an Accor Diamond Member, I was pleasantly surprised to receive a welcome gift of Osaka-born Sakuma candy, which was a thoughtful local touch.||At check-in, they informed us that housekeeping is available only during specific hours. If you want your room cleaned, you need to arrange it within that time frame. I believe they do not have in-house housekeeping staff at all hours, but they can still provide fresh towels and amenities upon request, which was very convenient.||There were a few small things we noticed. The toilet seat in our room was not heated. I am not sure if it was broken or if that is the standard in the hotel, but it still had all the features of a Japanese toilet. The pillows were not as fluffy as we prefer, and the lighting in the room felt a little dark in the evenings. That might be the design style of Mercure hotels in Japan.||For breakfast at Centre M, we stayed only two nights, so we had limited experience. The coffee options seemed to be limited to drip coffee. They had an espresso machine behind the bar, but I did not ask if a cappuccino or café latte was included. The dining area is relatively small for the number of guests it can accommodate. We did not experience a wait during our stay, but I imagine it could get busy during peak hours.||The hotel also has a billiards table and a public lounge area where you can relax.||Overall, we feel we have found our second home in Osaka. Considering the price, location, and amenities, I highly recommend Mercure Tokyu Stay Osaka Namba to anyone visiting the city. For Accor members deciding between Swissotel and Mercure, I suggest choosing Mercure if you will be out of the hotel most of the time and are budget-conscious. If you prefer a hotel with spa facilities, a heated indoor pool, a wider breakfast selection, a private lounge, and a more spacious room with an unobstructed view of Osaka, and are willing to pay more, choose...

เป็นประสบการณ์การเข้าพักที่แย่ที่สุดในเครือaccor โดยเฉพาะพนักงานfront desk ที่ชื่อ yonesake ที่เขาอ้างว่าตัวเขาเองเป็นผู้จัดการหลังจากที่ผมขอคุยกับผู้จัดการ

I am writing to formally express my dissatisfaction with the service I received during my recent stay at Mercure Tokyu Osaka Namba from 23 to 24 September 2025. I am an Accor Plus Platinum member, and I have stayed at Accor hotels for hundreds of nights worldwide. Unfortunately, this experience left me deeply disappointed.

As a Platinum member, I was granted late check-out until 1:00 PM. Due to unexpected heavy traffic, I arrived back at the hotel at 1:58 PM. Upon arrival, a staff member named Mr. Yonesake informed me that I would need to pay an additional ¥44,000 for being late by less than one hour – even though my original room rate for one night was only about ¥30,000.

I explained that I had never been informed of such a strict policy. Mr. Yonesake insisted that the policy was written on the in-room TV screen and that it was my fault for not reading it. I tried to negotiate and offered to pay a 50% surcharge since I acknowledged my delay, but he refused. Instead, he repeatedly emphasized that it was entirely my mistake and showed no willingness to assist or compromise.

What made the situation worse was not the extra cost itself but the attitude and manner of communication. Mr. Yonesake repeatedly reminded me of my “mistake” in a condescending way, which I found unprofessional and disrespectful. When I asked to speak with a manager, he claimed that he was the manager, which I strongly doubt. Moreover, he left me standing for about ten minutes, only to return with a copy of the hotel policy, again insisting that it was solely my fault.

According to the hotel policy he presented, non-member guests must check out by 11:00 AM, late check-out until 1:00 PM is charged at 50%, and after 1:00 PM the full daily rate applies. However, as a Platinum member, I was already entitled to late check-out until 1:00 PM as a benefit. I was late by less than one hour, which should reasonably fall under the 50% charge, not the full rate.

In the end, because I was pressed for time to catch my flight, I had no choice but to book another night through the Accor app at ¥35,000, which was still lower than the ¥44,000 that Mr. Yonesuka demanded.

The financial aspect is not my primary concern. What disappointed me most was the lack of empathy, flexibility, and professionalism from the staff. As a Platinum member, I expected understanding, polite communication, and at least an attempt to resolve the issue more constructively. Instead, I felt blamed, dismissed, and left without proper support.

I respectfully request that this complaint be reviewed, that proper staff training be conducted, and that appropriate compensation be considered for this unpleasant experience. I hope that Accor will take this matter seriously to ensure that such treatment does not happen again to members or any guests...

I stayed at Mercure Tokyu Stay Osaka from 22 Dec - 27 Dec 2022 (5 nights). I decided to book this place because it is a new hotel (newly opened Dec 2022) and also I’m an Accor member and will usually choose to stay in Accor network hotels.

I didn’t have a very positive experience throughout my stay and sincerely hope they will look into improving some of the points that I will highlight below.

The following are the pros and cons for me during my stay:

Pro (there’s only 1 pro): Location - its close proximity to Dotonbori makes it a convenient location.

Cons: It is very DARK. I know it is the design concept, but the rooms are very poorly lit. Given its black colour theme walls, my wife and I really had trouble looking for our stuff. Also for the lady, she was struggling to apply make up. We had to use our phone torchlight for additional lighting. That’s how bad it is.

Drinking water provision. The hotels only give you 2 bottles of mineral water (330ml) as a “complimentary” upon check in. You will have to buy your own water after that - I’m a little taken aback as I’ve done a lot of travelling across different countries, but this is the first time that the hotel (under a big network name, ie Accor) does not provide you additional drinking water. It is my first time in Japan, so I’m not sure if this is the way it is for hotels here. Please enlighten me further.

Poor command of English language for reception staff. Being a member of the Accor network hotels, I believe it should be given that staff are properly trained to speak and understand English. I dialled for the reception via my room and the reception person couldn’t understand what I want even though I had dumbed it down to very basic instructions. To make matters worst, he ended the call. Which customer service personnel does that??

Cleanliness of the room upon check-in. On our first night of check in, we wanted to use the given tea cups in the room but was appalled that we found biscuit crumbs on the tip of the cup when we flipped it over. There was serious doubt about whether the room was properly cleaned or not after that.

Confusing signs given for housekeeping. I could be harsh on this but the instructions given to us is that if we wanted housekeeping done, we need to stick a housekeeping magnet on the front door by 11am every morning. What they did not tell us clearly was where the magnets are in the room - little did we know, that it was on the back of the door but they were so thin we thought they were just information on the door. Not sure if anybody else shared my confusion or maybe it’s just me.

Anyway, I sincerely hope Mercure Tokyu Stay up their game and improve on this. But as for me, if I ever return to Osaka, I’ll probably not stay in this place ever again if...