Centurion Hotel Ueno — Hotel in Tokyo

We booked this hotel through Trip.com for 5 nights, based on positive reviews and travel bloggers' recommendations. We knew it was a 3-star hotel and expected a small but clean room. Unfortunately, the reality was completely different. The reception is located in a separate building and looks very strange: old carpet, tacky decorations, and dirty windows. The first impression was already unpleasant. We were given room 504 on the 5th floor. As soon as we entered, we were shocked by the strong smell of dampness and high humidity. The bed linen was wet, and it was hard to breathe. The dehumidifier in the room didn’t help at all. One of our friends has asthma, and her condition got worse immediately — she felt weak and dizzy. We left our luggage in the room and returned to the reception to report the problem. They offered us another room on the 9th floor, but it had exactly the same issues. It seems like the hotel's ventilation system is not working properly. The staff member tried to lie, saying that it’s "just the season in Japan" and that "all hotels have the same problem." That is not true — we had stayed at three different hotels in Japan before this one, and all of them were perfectly fine.

We explained that we could not stay due to our friend’s health condition and asked to cancel the reservation — this was an emergency situation. But the hotel staff showed no empathy at all, and some of them even smiled while we were explaining the problem. The manager refused to help and said that it was Trip.com's policy. After contacting Trip.com support, they finally agreed to cancel the booking, but only if we paid for one night, even though we didn’t stay, didn’t touch anything, and were only in the room for a few minutes.

This is completely unacceptable service. We were left without a place to stay and lost money. The hotel itself is old, poorly maintained, and not ventilated properly.

Also, the neighborhood around the hotel is noisy and full of suspicious people. We saw women who seemed to be sex workers, and it’s very likely that you may hear sexual activity from other rooms. The overall atmosphere is uncomfortable and not safe.

👉 For the same price, you can easily find a much better hotel in Tokyo — modern, clean, and with proper ventilation. There are many great 3-star hotels with excellent service and no health risks. This hotel is simply not worth it.

We strongly do not recommend this hotel. This was the worst experience during our trip to Japan. Trip.com should seriously reconsider listing such properties...

Feedback from a Family Traveler Concerns About Safety and ComfortDear Hotel Management Team,As a father traveling with my family (including young children and elderly parents), I had hoped for a comfortable and safe stay during our recent trip to Tokyo, where we combined leisure and business. Unfortunately, our experience fell short of expectations, and I would like to offer the following feedback in the hope that it helps improve services for future family guests:(1) Access and Transportation:: The hotel is located quite far from the train station, making the walk with luggage exhausting. Parking in front of the hotel is not convenient, and the area is congested due to a supermarket where locals frequently shop.(2) Nighttime Environment:: In the evening and at night, we noticed a young girl in a winter coat standing near the entrance, accompanied by a man whose appearance felt threatening. This raised serious concerns about safety, especially for families with children. Nearby establishments like “Bunny” displayed inappropriate attire and themes for children and families, and while walking through nearby alleys, we were approached by strangers suggesting entertainment venues and expensive restaurants, making us feel very uncomfortable.(3) Alternative Suggestion:: In hindsight, we would have preferred to pay a little more for a hotel like Hotel Nikko in Odaiba, which is conveniently located near a train station and offers a cleaner, safer environment. Hotels in Asakusa also seem to be better suited for families.(4) Staff Service:: The Japanese staff were kind and made sincere efforts to assist us, which we greatly appreciated. However, the overall service mindset from other staff members felt lacking.(5) Breakfast and Drinking Water:: The hotel does not offer breakfast. At the very least, providing complimentary drinking water for guests would be a basic but meaningful gesture.(6) Luggage Assistance:: There were no services or facilities to help with lifting or moving luggage. Navigating stairs during check-in was extremely difficult, particularly for a family with children and multiple suitcases.(7) Tea Service:: When we inquired about green tea service, the staff appeared dismissive, as if trying to avoid extra work.As a parent prioritizing my family’s safety and comfort, I sincerely hope the hotel will consider improving aspects related to security, family-friendly amenities, and proactive hospitality. Thank you for taking the time to read this feedback.Sincerely,A Concerned...

Review of My Disappointing Stay at Centurion Hotel Ueno

I recently stayed at Centurion Hotel Ueno and unfortunately, my experience was far from satisfactory. Here are the main issues I encountered during my visit:

Dirty Room Conditions Upon entering my room, I was immediately struck by the uncleanliness. The carpet had noticeable stains, and there were marks on the walls that made the space feel neglected and unwelcoming. It was clear that proper cleaning protocols were not being followed, which is unacceptable for any hotel.

Poor Customer Service The customer service I received was disappointing at best. When I inquired about the luggage delivery service, I was given incorrect information that led me to miss the cut off time for shipping my bags to the airport. This caused unnecessary stress and complications for my travel plans.

Misleading Room Descriptions One of the most frustrating aspects of my stay was the discrepancy regarding the room I had booked. I had specifically chosen a room that was advertised online as including a sofa, which was still listed on the Agoda website at the time of my booking. When I brought this to the attention of the staff, they informed me that moving to a room with a sofa would cost an additional $560 because it was considered an upgraded room. When I asked why this feature was advertised for my room type, they simply told me to take it up with Agoda, dismissing my concerns entirely.

Uncomfortable Surroundings To add to my discomfort, during evening walks around the hotel, I encountered women on the sidewalk who approached my husband with unsolicited offers for massages. It was clear that their intentions were not professional, and when I approached them for clarification, they quickly dispersed. This added an unsettling atmosphere to our stay.

Overall, my experience at Centurion Hotel Ueno fell short of expectations due to dirty conditions, poor customer service, misleading advertising, and an uncomfortable environment. I would not recommend this hotel to others looking for a pleasant stay. There are certainly better options available that prioritize cleanliness and customer...