Dormy Inn Premium Otaru Natural Hot Spring — Hotel in Otaru

Subject: Extremely Disappointing and Traumatizing Experience at Dormy Inn Premium Otaru||||I would like to share the worst travel experience I have ever had in my life—an experience so shocking and distressing that I am still processing it. I sincerely hope no other traveler has to go through something similar.||||We had a confirmed reservation at Hotel Dormy Inn Premium Otaru for a room with two beds and a bathtub. The bathtub was not a luxury, but a necessity due to health reasons. We paid ¥26,100 for this room.||||Upon arrival, the front desk staff informed us that our room did not include a bathtub, and if we wanted one, we would need to pay an additional ¥19,000—nearly the cost of an entirely new room. This was incredibly shocking, especially because we had clear written confirmation of our booking, which included the bathtub request.||||When I showed the confirmation email, the staff member claimed that it was my fault for not reading their entire website, stating that “some rooms don’t have bathtubs.” This is irrelevant. If our booking confirmation includes a bathtub, it is the hotel’s obligation to honor that or inform us in advance of any discrepancy.||||She flatly refused to help, saying the confirmation “does not count.” I politely asked to speak with a manager or supervisor, but none were present. Her tone from the beginning was unpleasant, and she eventually became rude and insulting, even though the mistake was clearly on the hotel’s side.||||I stood there for more than one hour (after long traveling from Europe & other locations).||||I was shocked and emotionally overwhelmed. In the heat of the moment, I tapped my hand on the counter accidentally —not in aggression, but in frustration—and immediately apologized. Still, the staff member called the police on me. It was absolutely surreal.||||When the police arrived, we calmly explained the situation. However, the staff member spoke to them in Japanese, which we could not understand. The officers were polite and said they understood our position, but still checked our immigration stamp, which added to the humiliation.||||In the end, we did not pay the extra ¥19,000, but the psychological toll of this experience—particularly on my daughter, who became sick from the stress—was severe.||||To make things worse, our room was dirty, with blonde and black hairs all over the floor, and there was a large hole in the wall. Completely unacceptable for any hotel, let alone one that charges premium rates. ||||We have traveled to Japan many times and stayed at various Dormy Inn properties and other hotels. Japan is one of our favorite countries—its people, culture, and hospitality have always been wonderful. This was our first time in Otaru, and this horrific experience has left a lasting negative impression. Unfortunately, I will never return to this location and will seriously reconsider ever staying at a Dormy Group facility again.||||This experience was not just disappointing—it was deeply humiliating, disrespectful, and traumatizing. I hope this message serves as a wake-up call to the Dormy Group management to properly train their staff, uphold basic hospitality standards, and treat guests with the respect...

Subject: Extremely Disappointing and Traumatizing Experience at Dormy Inn Premium Otaru

I would like to share the worst travel experience I have ever had in my life—an experience so shocking and distressing that I am still processing it. I sincerely hope no other traveler has to go through something similar.

We had a confirmed reservation at Hotel Dormy Inn Premium Otaru for a room with two beds and a bathtub. The bathtub was not a luxury, but a necessity due to health reasons. We paid ¥26,100 for this room.

Upon arrival, the front desk staff informed us that our room did not include a bathtub, and if we wanted one, we would need to pay an additional ¥19,000—nearly the cost of an entirely new room. This was incredibly shocking, especially because we had clear written confirmation of our booking, which included the bathtub request.

When I showed the confirmation email, the staff member claimed that it was my fault for not reading their entire website, stating that “some rooms don’t have bathtubs.” This is irrelevant. If our booking confirmation includes a bathtub, it is the hotel’s obligation to honor that or inform us in advance of any discrepancy.

She flatly refused to help, saying the confirmation “does not count.” I politely asked to speak with a manager or supervisor, but none were present. Her tone from the beginning was unpleasant, and she eventually became rude and insulting, even though the mistake was clearly on the hotel’s side.

I stood there for more than one hour (after long traveling from Europe & other locations).

I was shocked and emotionally overwhelmed. In the heat of the moment, I tapped my hand on the counter accidentally —not in aggression, but in frustration—and immediately apologized. Still, the staff member called the police on me. It was absolutely surreal.

When the police arrived, we calmly explained the situation. However, the staff member spoke to them in Japanese, which we could not understand. The officers were polite and said they understood our position, but still checked our immigration stamp, which added to the humiliation.

In the end, we did not pay the extra ¥19,000, but the psychological toll of this experience—particularly on my daughter, who became sick from the stress—was severe.

To make things worse, our room was dirty, with blonde and black hairs all over the floor, and there was a large hole in the wall. Completely unacceptable for any hotel, let alone one that charges premium rates.

We have traveled to Japan many times and stayed at various Dormy Inn properties and other hotels. Japan is one of our favorite countries—its people, culture, and hospitality have always been wonderful. This was our first time in Otaru, and this horrific experience has left a lasting negative impression. Unfortunately, I will never return to this location and will seriously reconsider ever staying at a Dormy Group facility again.

This experience was not just disappointing—it was deeply humiliating, disrespectful, and traumatizing. I hope this message serves as a wake-up call to the Dormy Group management to properly train their staff, uphold basic hospitality standards, and treat guests with the respect...

I'm writing this comment and hoping the Dormy Inn Management group will take a few minutes to read it and do something to improve your hotel image. Of course, if attitude & manner is none of the Hotel's concern, just neglect it, I won't mind because it was the first time here and will be my last time to choose Dormy group in my futute trips. ||||My family and I checked in the "Otaru" Dormy Inn on the 29th Feb 2024 around 4pm, I supposed the management grade can be able to check the staff on duty during that particular shift. We parked the car, received by a polite guy working in the parking lot, then we proceed to the 1st floor check in reception. The staff in the front desk doing the check in for us was a young lad, looking very impatient, indifferent, grumpy just like the world has owed him everything. I never asked any question or any request, all I ever said was 'am I going to settle the bill now?' when all in a sudden that grumpy lad put the bill in front of me, saying nothing at all. After I asked to confirm to settle the bill, he just looked at me and frowned....... I was wondering in my mind " What the hell was it happening?" My husband and daughter were sitting in the lobby, and when I finished the check in, they asked me why the guy looked so rude, I was all at sea... "For God's sake, I DON'T KNOW"||||It was a very unpleasant experience receiving such "WORST" customer service the first few minutes you stepped in a hotel. Of course, we're not expecting a 6 stars or even 4,3 stars hotel service, but we are pretty surprised the staff in the hotel FRONT DESK is possessing with such poor attitude and lacking even the most basic respect a 'human being' should have. On the other hand, we appreciated all the staff working on the parking lot and the cleansing ladies who gave a polite and simple greeting every time when they came across guests. In facat, would it be more appropriate to exchange their positons if the front desk staff is so relunctunt to give the basic customer service. ||||I agree you don't have to like your customers, but you have to respect them like we have to respect every people we meet everyday, every occupation and different culture. I hope the Hotel management will understand "it take years and years to build up reputation, but ONE BLACK SHEEP or a fews can devastate the the whole business". ||||Conclusion: ||Location 5 ||Budget...