Hop Inn Tokyo Ueno — Hotel in Tokyo

Hotel is fine but service is unacceptable.

After we had stayed in this hotel for 2 nights. We checked out on 11am today as the last day(left our luggages at the hotel) and went to the restaurant far away from the hotel ~20 mins by walking. Then, we just found out that we still left the birthday cake from Osaka in the fridge which haven’t been opened the box yet.

So I decided to go back to the hotel asap and we got back to the hotel around 12am and contacted the reception for it abruptly. The woman receptionist seemed to be unconcerned and called someone on her phone to check the room out.

Furthermore, The house keeper took the cake box down to the lobby and had a whisper conversation with woman receptionist, and then she handed me the “leftover cake” box without any wording and walked away, then we opened the box and found that cake has been eaten and i got just a few bite left.

The receptionist completely knows that cake was eaten by house keeper but still passed the “leftover cake” to us without any wording and didn’t say any apologies about it at all.

We didn’t mind about the cake but it reflect the service is horrible. In addition, another man receptionist was claimed that the cake was “expired”(this cake had bought 2 days ago) so house keeper decided to eat it instead but it not a practical way to deal with customer belongings items. I feels really disappointed and heartbroken about the service minded.

Therefore, we decided to walking out to calm down and went back to the hotel. The hotel staff offered 3,000 yen of cash for inconvenience and apologies plus gave us apologizing letter. But we didn’t accept it.

i can’t believe that this happened in one and half hour and I can’t imagine how hotel staffs would take care of any other forgotten belongings’ customers, even it’s priceless or not that expensive but sentimental and essential.

I know it might be a ridiculous story for someone but it’s definitely not humorous to me. This cake is a special first gift from special person from Osaka and today is my last day in Japan so I couldn’t be able to celebrating with it anymore. Really hurtful and heartbreaking.

As I have written this story, I hope our unpleasant experience would be the last time of this kind...

We decied to Stay at Hop Inn Ueno for our trip this June 2024 because we were impressed with our stay at Hop Inn Asakusa last January 2024. Location was excellent. There are 2 Family marts near thr hotel, 90m and the other 100m away. Just a short walk to Ameyokocho Market, Ueno Station. A lot of Izakayas near the hotel. Room size was as expected in Japan. We got the triple room for our family of 3pax. 1 double bed and 1 single bed. Unlike the Tatami room in Asakusa, this was bit smaller. The bathroom is of the same size. Make sure you paste the magnet markers on the door for fresh towels. They do not clean the room daily but will clean after the 4th night. No big deal since we are out most of the day and prefer privacy to our rooms. We just bring out the trash bin used towels when we leave in the morning. Hallways are open, some rain will splash on the floor. You can hear the traffic from our 3rd floor room, but no big issue since we still slept well. Too tired from all the walking. Amenities are available at the ground level. Ice and coffee machine too. Front desk staff were all great!! We tried to book a service car with them but they advise it would be too expensive than just hailing one from the curb. There are free umbrellas for you to use too! 5 stars! Cant wait to book hop inn kyoto for our next Japan Trip!...

We decied to Stay at Hop Inn Ueno for our trip this June 2024 because we were impressed with our stay at Hop Inn Asakusa last January 2024. Location was excellent. There are 2 Family marts near thr hotel, 90m and the other 100m away. Just a short walk to Ameyokocho Market, Ueno Station. A lot of Izakayas near the hotel. Room size was as expected in Japan. We got the triple room for our family of 3pax. 1 double bed and 1 single bed. Unlike the Tatami room in Asakusa, this was bit smaller. The bathroom is of the same size. Make sure you paste the magnet markers on the door for fresh towels. They do not clean the room daily but will clean after the 4th night. No big deal since we are out most of the day and prefer privacy to our rooms. We just bring out the trash bin used towels when we leave in the morning. Hallways are open, some rain will splash on the floor. You can hear the traffic from our 3rd floor room, but no big issue since we still slept well. Too tired from all the walking. Amenities are available at the ground level. Ice and coffee machine too. Front desk staff were all great!! We tried to book a service car with them but they advise it would be too expensive than just hailing one from the curb. There are free umbrellas for you to use too! 5 stars! Cant wait to book hop inn kyoto for our next Japan Trip!...