Best Western Hotel Fino Tokyo Akihabara — Hotel in Tokyo

I am writing to formally express my deep disappointment regarding the treatment my family and I received during our stay at your property on August 7, 2025. We stayed in two rooms, one of which we checked out before 11:00 AM. As we were finalizing our departure with two young children and multiple pieces of luggage, we encountered behavior from two female staff members, including the on-duty manager, that was not only unhelpful but outright disrespectful.Due to the hotel having already taken our key cards, we needed to send one of the children down to bring an adult back up to assist with the luggage. While waiting for the elevator, both female staff members observed the situation yet chose not to offer any assistance. Instead, the manager addressed us in a rude and threatening tone, warning us that if all of us weren’t downstairs within five minutes, we would be charged for another day. While we fully understand and respect your policies regarding checkout times, it was the manner in which the message was delivered — with hostility and condescension — that we found highly inappropriate.Worse still, the staff members exchanged looks, laughed, and spoke in Japanese while we struggled with our belongings — behavior that made us feel disrespected and unwelcome. When we attempted to retrieve items from the luggage storage room, one of the women pretended not to understand us or simply refused to help. Her dismissive attitude was unacceptable. As paying guests, we expected at least basic courtesy, if not the renowned hospitality that Japan is famous for.When I asked for her name to file a review, she raised her voice and refused to provide it, claiming she was the manager. I informed her I would be reporting this interaction along with the date and time so that it could be properly addressed. As we exited the hotel, we could still hear loud laughter behind us from these two staff members.To be fair, I must commend the male staff and a helpful female staff member from August 4 (around 4:00 PM), who kindly assisted us in finding a clinic for our sick child. Their professionalism was appreciated.That said, the negative behavior from the manager on August 7 has unfortunately overshadowed our entire experience. I strongly urge Best Western to review its staff training and address the conduct of these two individuals to prevent this from happening to...

We stayed at Best Western in Japan in early August 2025 and were generally satisfied with the room cleanliness and convenience. The location was great, and most of the male staff were friendly and helpful. One female staff member on August 4 even went out of her way to help us find a nearby clinic for our daughter — and we were really grateful for her assistance.

Unfortunately, the checkout experience on August 7 ruined our overall impression. We had two rooms, one of which was checked out on time. We were traveling with kids and needed help with luggage. Because our key cards had already been collected, we had to send one child down to bring an adult up, which caused a bit of a delay. During this time, two female staff members — one of whom claimed to be the manager — were unhelpful and spoke to us in an unfriendly and harsh manner.

Instead of assisting or offering basic courtesy, they seemed annoyed and even mocked us, speaking in Japanese and laughing while we struggled with our bags. One even raised her voice when I asked for her name to include in a review. She didn’t have a name tag on and refused to give me her name. It felt disrespectful, and far from the level of hospitality we’ve come to associate with hotels in Japan.

The poor attitude and hostility from the staff on our last day left a bad impression and made us hesitant to return or recommend this property to others. I hope the hotel management takes guest feedback seriously and improves staff training, especially in customer service and...

I TRULLY NOT RECOMMEND THIS PLACE Horrible stay. Room was tremendously tiny, there was no drawers or wardrobe to store our clothes, only a couple of hangers in the entrance and no space around the beds to walk around. Besides this, room wasn’t properly cleaned, there was dust and hairs on the table, desk and everywhere and the tv remote was disfusting, full of dirt. As there was no space to properly place our suitcases, clothes and things, we had everything all around the room and didn’t want the cleaners to enter the room with all our things displaced. After a couple of days a note was left in our door implying that we didn’t want our room to be cleaned and it was against the policies.. and considering the room wasn’t properly cleaned when we firdt arrived.. was a bit funny. We went to reception to explain the situation and the receptionist didn’t speak a word of english and she refused to understand our situation although we were using a translator and she was tremendously rude to us. At a certain point, another staff member came to the reception and they started talking to each other and laughing looking at us. Japanese people are commonly known for being very polite and it’s what we experienced during two weeks of our trip except for the staff of this hotel. Experience was so bad that we complaint to Booking and received a compensation for it. Worst experience we...