Hotel Metropolitan Sendai East — Hotel in Sendai

I am writing to express my extreme disappointment with our recent stay at your hotel from April 11 to April 15. My family of three, including our 8-year-old child, stayed for four nights, and it was the most disappointing hotel experience we had during our trip to Japan, where we stayed in five different hotels. We arrived around 19:30 after a tiring journey from Kawaguchiko, Shinjuku, Tokyo, to Sendai. Upon check-in, the male receptionist informed us that we would have to move rooms three times during our four-night stay, despite having booked a room for four consecutive nights without any conditions requiring us to change rooms. We were shocked and felt very uncomfortable with this arrangement. Despite our objections, the receptionist insisted on the room changes. The female staff member present explained that their hotel sales representative had provided incorrect information, leading to this situation. More than that, we were informed that we would be staying in a smaller room on the last night than the one we had originally booked.

When we requested documentation confirming these room changes, we were provided with a document showing that we were to stay in room 768 for the first night, room 667 for the second night, and the room numbers for the third and fourth nights were not even specified. The staff suggested that we contact their hotel's sales agent by ourselves to resolve the issue.

I firmly believe that this is unacceptable. When a hotel uses a sales agent, it is the hotel's responsibility to resolve any issues caused by their agent's errors, not to pass the burden onto the customer. After a lengthy discussion, the female staff member finally agreed to let us stay in room 768 for all four nights without having to change rooms. However, throughout this entire ordeal, no one offered an apology for the inconvenience and stress caused by this situation. This level of unprofessionalism is deeply concerning.

Furthermore, the following day, when we inquired about parking, we were told only there was an additional parking fee. There was no explanation that the hotel does not have its own parking facility and that we would need to park in a nearby shopping mall's parking lot. The parking lot lacked clear signage in English for hotel guests (with signage only available in Japanese). Upon returning from our day trip, we spent an hour searching for the parking lot  and had to asking strangers for assistance and finding their parking.

When we inquired about parking again, another staff member provided us with a map and instructions. I wonder why this information was not provided during our initial inquiry.

Overall, the service we received at your hotel was the worst part of our visit to Sendai. Due to this unprofessional experience, we will not be returning to your hotel...

Stayed 2 nights for Tohoku Trips. We chose this hotel because it's convenient location connected to Sendai Station. We were going to day trip to Kakunodate and Yamadera using JR pass every day.||Location: |Hotel is connected with ground level, 2nd level and 3rd level. Each level has it's own entrance but we found 2nd level (difficult to find sign as it's shown in brown) was most convenient. 2nd level has bakeries and high-end Supermarket called Seijo Ishi and very convenient to stock up Sake and wine before we went back to hotel.||When you are coming from JR, it's easy to miss the sign for entrance on 2nd floor. You'll turn left between the bakeries and supermarket, then brown door on your left. There's connected entrance on 3rd floor by Chinese restaurant (has to go through mall). ||It's very easy walk to anywhere. Downstairs mall has everything you'll need. Station has Sushi lane and it's connected through JR station from hotel. ||Room:|We reserved Superior corner double room. Room was small but view from large window was very nice, watch sunset, night views, beautiful mountains, Bullet train from the room. Bathroom has separate tub/shower and very clean. Carpet was very modern and clean, very nice room. ||Breakfast:|Breakfast buffet is western/Japanese mix and pretty good. It gets really crowded around 7-8am but it's worth the try. Has everything you can imagine, has great variety of foods. ||We stayed one night at Daiwa Roynet Nishiguchi prior to the stay becuase this hotel does not have coin laundry. Room in Daiwa Roynet is larger and cheaper. If you would like to save money, Daiwa is a good option and gets you more space. ||Overall, hotel is brand new, reasonable price. Great access to shopping and we were very happy with the stay. Service was excellent as you'd always...

Stayed 2 nights for Tohoku Trips. We chose this hotel because it's convenient location connected to Sendai Station. We were going to day trip to Kakunodate and Yamadera using JR pass every day.||Location: |Hotel is connected with ground level, 2nd level and 3rd level. Each level has it's own entrance but we found 2nd level (difficult to find sign as it's shown in brown) was most convenient. 2nd level has bakeries and high-end Supermarket called Seijo Ishi and very convenient to stock up Sake and wine before we went back to hotel.||When you are coming from JR, it's easy to miss the sign for entrance on 2nd floor. You'll turn left between the bakeries and supermarket, then brown door on your left. There's connected entrance on 3rd floor by Chinese restaurant (has to go through mall). ||It's very easy walk to anywhere. Downstairs mall has everything you'll need. Station has Sushi lane and it's connected through JR station from hotel. ||Room:|We reserved Superior corner double room. Room was small but view from large window was very nice, watch sunset, night views, beautiful mountains, Bullet train from the room. Bathroom has separate tub/shower and very clean. Carpet was very modern and clean, very nice room. ||Breakfast:|Breakfast buffet is western/Japanese mix and pretty good. It gets really crowded around 7-8am but it's worth the try. Has everything you can imagine, has great variety of foods. ||We stayed one night at Daiwa Roynet Nishiguchi prior to the stay becuase this hotel does not have coin laundry. Room in Daiwa Roynet is larger and cheaper. If you would like to save money, Daiwa is a good option and gets you more space. ||Overall, hotel is brand new, reasonable price. Great access to shopping and we were very happy with the stay. Service was excellent as you'd always...