New Ōsaka Hotel — Hotel in Osaka

I booked two rooms of Premium Twin room, 26 sq.m., which should include a sofa and a wardrobe, as advertised on Agoda and the hotel website.

After receiving the booking confirmation, I sent a message to the hotel to confirm my stay via the hotel’s website. I received an automatic reply stating that I would be contacted in a few days, but I never received any follow-up.

On the day of check-in, I arrived in the morning and checked in without being assigned rooms. I returned to the hotel around 9.30 PM and, upon entering the rooms, found that they were not the rooms I had booked. I was given a Twin Bed room, 18 sq.m.,. When I informed the hotel staff, they told me to “contact the agent where I booked.” When I asked to speak to the manager, I was told that the manager was not available and could not be reached at that time. When I asked how urgent issues are handled at night, I was told, “It’s your urgent issue, not the hotel’s .”

I reported this problem to Agoda, but Agoda made me an unfair offer, giving me two options. Agoda offered a partial refund and stay in an unbooked room or canceled with full refund and 10% Agoda Cash and let us find another hotel by ourselves almost midnight, which is not a reasonable option considering the situation . Since we were concerned about not having a place to stay at that time, we did not dare to make further claims. However, after returning home, we filed a complaint and received additional compensation from Agoda.

On the fourth night, I was bitten by bedbugs and reported it to the hotel staff, showing them the bites. I was only given an apology with no further help, no compensation, and no medication provided. After checking out, I reported this incident to Agoda, but they informed me that the hotel has no compensation policy and that this issue is beyond Agoda’s control.

There was also an issue with cleanliness. The room, which initially appeared clean, had a thick layer of dust under the bed, which I noticed only on the last day while packing. Despite daily cleaning, basic areas like this were neglected, which was surprising.

I wonder if this poor management is specific to this hotel or if it is a general practice in hotels in Japan to leave guests to solve problems themselves without...

New Osaka Hotel feels like a posh hotel that is run by a private equity firm. The rooms are meh and the amenities are OK, but there are too many negatives to warrant a second stay. If you're a childless back-sleeper, though, you'll probably be ok.

1. There's no public elevator to the lobby. Don't bring babies or toddlers. They have escalators to the lobby, but there are two entrances/exits on opposite sides of the building, one for up, one for down. What?
2. The guest lounge is only open from 8a to 8p and does not allow outside food or drink. It also doesn't provide food. There was a small refrigerator with drinks, presumably for a charge.
3. They charge ¥200 per towel for extra towels. We brought a small child, and apparently, children don't get towels, so we had to share. I actually paid for an extra towel, assuming I could use it for all 3 nights I stayed. Nope. They force you to swap out towels and charge you every night if you want the extra.
4. The beds were so hard that every movement translated into major vibrations and bothered anybody else in the bed. After 3 nights on them, I had bruises on both hips. Cannot recommend.
5. Given the price compared to other hotels we stated in, it was a STARK difference in quality. It felt more like a toyoko inn than a prince hotel, despite being priced as a prince.

The location is pretty good, about 5 minutes from Shin Osaka station, so can't complain about that. There were also a ton of bars and...

I was surprised by the previous (although not so recent?) reviews of this hotel... Escalator at the entrance? So what? We managed with our two large suitcases very well, no problem at all. Outdated lobby or rooms? That was not my impression. No breakfast? Quite the contrary. There is a big, comfortable breakfast room and really copious breakfast buffet. We enjoyed it very much. No English at the reception? Well, some of the ladies speak it better than the others and we encountered only one who really had a problem. The advantage of this hotel is the price (by far!), and the location between the Shinkansen and the metro (metro is at the southern end of the big Shin-Osaka complex). Rooms are small, as expected in this type of hotel, but not too small: in ours, there was a corridor (the lenght of the bathroom), and we could keep our two large suitcases fully open all the time without blocking the way. They gave us a back alley window room though, with a wall of the next building a few meters away, although I had specifically asked for a view and booked many, many months ahead. Not the way you should treat your guests. Therefore only four stars from...