Hotel JAL City Haneda Tokyo — Hotel in Tokyo

We arrived to the hotel at noon, 3 hours before the typical check in time. We knew that and were prepared to wait for a room to be available if we had to. The lobby is comfortable enough to sit and do some work and even has outlets for charging. At reception they could not find our booking. Once I showed them my confirmation email they pointed out that I had booked exactly 30 days in advance. It was my error, I am well aware of that but the way the front desk pointed it out, almost giggling at my mistake made my stomach ache. He then asks me to sit down and he'll let me know if shortly if they have anything for me. 15 minutes later he comes to let me know they do have a room that is not as nice as the one I booked incorrectly but they do have one. The nicer room on the wrong date was 10,400Y ($70USD) and the room charge now was going to be 32,000Y. I put the 32,000Y in my currency converter and it came up 122, again my error, I had already changed the currency to the country I was traveling to. I was not happy about my lower quality room costing $52USD more but I didn't want to deal with finding another hotel so I agreed. They would not allow me to pay at that time but said when the room was ready I could check in and pay at that time. On a side note they would also not credit me the $70USD for the room I had reserved still 30 days away, PLENTY OF TIME TO REBOOK THE ROOM!!! So,, now I am going to pay $192. We waited in the lobby for 2 hours and when we finally were able to check in they asked for the payment and it came up $227USD. It was at that time I realized that I had the wrong currency in my converter app. Instead of $122 it was $227. Had I realized it was going to be $227 I definitely would have found a new hotel. There were plenty of nice hotels available in the area for half that price. But now it was too late. I went to our room, devastated and feeling completely taken advantage of. Literally sick to my stomach. I realize that I made the error of the wrong date and the currency conversion error, that is my fault. But I still couldn't help feeling screwed by my situation. I went to their website and looked at pricing for every single date for the rest of the year. Even in the highest traveled months and days like the week between Christmas and NYE there were no prices close to 32,000Y. I went BACK to the front desk and they just gave me the same old story about supply and demand. I understand hospitality VERY WELL and completely understand REVPAR and it's fluctuations but I think that this was just an opportunity to stick someone that they knew was up against a wall. I am appalled. Such a shame because it is a nice hotel, perfect for right before or after a...

I booked with the Hotel JAL City near Haneda as I had an overnight layover involving a transfer to Narita and my selection was based primarily on the proximity of the hotel to the airport as well as the reasonable price point. ||The rooms were quite small, so there were few amenities and furnishings. There was only a table with a desk chair and a small seating area at the foot of the bed. The upside of this aspect was that the room was very clean as a result of the small area and the bed and pillows were comfortable enough.||The bathroom wasn't extremely small but still a bit of a snug fit. Similar to the rest of the room it was extremely clean and everyhting worked well with the exception of the fact that the water pressure wasn't great.||Breakfast in the morning is available for a fee and it's a nice buffet spread with a variety of Western and Japanese offerings. Service during my stay was very well done and welcoming and the front desk was extremely helpful during the check in process.||The airport shuttle operates according to a timetable and was punctual but a significant negative is that the shuttle doesn't appear to stop at Terminal 2 so I was only able to use it the next morning to get to the airport to take a limousine bus to Narita. ||The size of the rooms and consequently the amenities offered doesn't really scream 3.5 stars but the soft product including the cleanliness, breakfast, and staff make it an above average...

I stayed at JAL Hotel West Wing but came to this hotel only for breakfast. While the restaurant staff and a foreign front desk staff member were kind and helpful, my experience with a front desk staff member named S.Yama- (I couldn’t catch the full name) completely ruined my impression of this hotel.

After breakfast, I went to retrieve my baggage, but she rudely asked for a number card I never received. Instead of assisting me properly, she just handed me my belongings with an annoyed expression, without a smile or a single polite word. Later, when I realized I had forgotten my plastic bag and returned to ask for it, she raised her voice at me and handed me a breakfast card instead—without even listening. When I explained myself again, she still treated me as if I were a nuisance.

Her behavior was shockingly UNPROFESSIONAL for someone working at the front desk of a well-known hotel. I don’t know if she treated me this way because I’m young, Asian, a foreigner, or if she simply hates her job—but no guest should ever be treated like this. Other reviews mention similar experiences, which is disappointing. If she doesn’t like dealing with guests, she shouldn’t be working at the front desk.

Thankfully, the staff at JAL Hotel West Wing were much friendlier, and I’m glad I stayed there instead. I expected better from JAL, but this experience left a terrible impression. I will NOT be returning...