HOTEL MYSTAYS Kamata — Hotel in Tokyo

I booked an accessible twin room at Hotel MyStays Kamata for 4 nights in June, as my friend, who uses a wheelchair, requires a spacious room with a suitable bathroom. Unfortunately, our experience was far from satisfactory.

Upon our late return to the room (Room 203) after check-in, we found it in a very disappointing condition. The surfaces were dusty, the carpet had clearly been inadequately vacuumed with dried-up food in the corners, and the air vents in both the WC and bathroom were caked in dust. There were even dust balls in the bath due to the extractor fan above. The bed sheets had dirty marks and long black hairs (neither of us have long black hair), and the shower cubicle door was mouldy. The runners for the bathroom doors were filthy, and the grout in the bathroom floor tiles was loose and dirty. Shockingly, there were splashes of what appeared to be human waste on the underside of the toilet seat.

The beds were extremely hard, and the room layout was not wheelchair-friendly, making it difficult for my friend to access the shower room. This should not be advertised as an 'accessible' room. Additionally, the bedside lights were missing, replaced by metal sticks covered in black electrical tape, and there was no ambient lighting, only the main ceiling lights and a desk light across the room.

The biggest issue was the pervasive feeling of uncleanliness. We could not bring ourselves to stay for the entire 4 nights, breathing in the dust everywhere. After discovering the filth, I contacted a Japanese friend to help communicate the situation to the reception staff. I showed the manager photos of the room's condition and pointed out an air vent in the reception area that was also caked in dust, illustrating the overall lack of cleanliness.

Despite the visible embarrassment of the staff, the manager informed my friend that they could only refund 3 of the 4 nights because we had already checked in. I found this reasoning unacceptable, as we had to check in to see the state of the room. Begrudgingly, I accepted this and we checked out, finding another hotel nearby. The next day, Expedia, through which I booked the hotel, contacted the hotel and managed to secure a full refund, which was promptly processed.

This hotel desperately needs an overhaul of its cleaning team. Although they use an external cleaning service, the hotel management must conduct thorough inspections to ensure their standards are met. Regular maintenance checks are also necessary, as our side lights appeared to have been broken for some time. The mattresses need replacing, as mine was so old you could feel the springs just by sitting on it.

Sadly, due to these issues, I cannot recommend this hotel to anyone. It is crucial for the hotel to review its cleaning company and implement the necessary changes to prevent future...

Stayed at Hotel Mystays Kamata in March and April. Love this hotel! The staff are excellent and accommodating. One woman in particular was exceptional. I wish I got her name. When I visited in March, I was with my family. She was really nice and helped us look for a place to pick strawberries (she looked online and called a couple of places). It was booked solid so we couldn't go but I really appreciated her effort. Then when I went back in April (solo trip), she remembered and asked my how my granddaughter Sophie was. I was so impressed she remembered her name! The hotel is great and comfortable. I booked this hotel in March because it was one of 2 that had a queen bed. I returned in April and will continue to return because of the service. The rooms are spacious by Japan standards and very clean and comfortable. There are washing machines and dryers free of charge. 2 floors have vending machines, ice machines and microwaves. Wi-Fi is great. The location is near a great train station with many food and shopping options nearby. Be careful about the cancellation policy. It is not as flexible as most hotels. I had to change my plans a week out and could not get a refund. Still my...

Stayed at Hotel Mystays Kamata in March and April. Love this hotel! The staff are excellent and accommodating. One woman in particular was exceptional. I wish I got her name. When I visited in March, I was with my family. She was really nice and helped us look for a place to pick strawberries (she looked online and called a couple of places). It was booked solid so we couldn't go but I really appreciated her effort. Then when I went back in April (solo trip), she remembered and asked my how my granddaughter Sophie was. I was so impressed she remembered her name! The hotel is great and comfortable. I booked this hotel in March because it was one of 2 that had a queen bed. I returned in April and will continue to return because of the service. The rooms are spacious by Japan standards and very clean and comfortable. There are washing machines and dryers free of charge. 2 floors have vending machines, ice machines and microwaves. Wi-Fi is great. The location is near a great train station with many food and shopping options nearby. Be careful about the cancellation policy. It is not as flexible as most hotels. I had to change my plans a week out and could not get a refund. Still my...