KEIO Plaza Hotel Hachiōji — Hotel in Tokyo

Hello! I normally don’t leave negative reviews, as it’s never my intention to bash or harm any business — I just want to share my honest experience in hopes it helps improve things for future guests.

I stayed here with my sister and friend for a short vacation and booked the Kuromi and My Melody room, which was absolutely adorable. The aesthetic and theme were exactly what I hoped for — super cute and unique. However, a few issues made the stay less enjoyable than expected.

First, the room had a strong cigarette smell when we arrived, which was quite overwhelming, especially since I’m sensitive to strong odors. It was disappointing because the themed decor itself was beautiful, but the scent and cleanliness took away from the overall comfort. The carpet wasn’t very clean, and the bathroom looked like it hadn’t been thoroughly maintained, which surprised me considering the price and theme quality.

Another point I learned (partly my fault for not researching) was the check-in policy. Check-in is strictly at 3 PM, and unlike other hotels I’ve stayed at in Japan, they don’t allow early check-in even with a fee. This made things a bit difficult since we had a full itinerary planned and wanted to rest and get ready after a long trip, so it delayed the start of our day quite a bit.

What affected my rating most, however, was the service experience. While waiting outside for check-in time, we were asked to leave the premises even though we clearly explained we had a reservation at 3 PM. That interaction felt a bit unwelcoming, especially as tired guests just waiting for the check-in hour to arrive.

As for the location, it wasn’t very convenient for getting around, and unfortunately, we accidentally booked the wrong branch — which is on us, but it still ended up being tricky to access compared to others.

Overall, I’d give: Service: 2/5 – staff interaction could be more understanding and accommodating. Location: 1/5 – not the easiest spot to get to. Room: 3/5 – cute and creative concept, but cleanliness and smell really brought it down.

I genuinely hope management takes this feedback constructively — the themed room is such a lovely idea, and with a bit more attention to cleanliness, hospitality, and flexibility, it could easily be a...

TERRIBLE EXPERIENCE with the breakfast!

21.06.2021 I spend one night in the hotel with a group. What am I used to from other hotels is the breakfast starts at 06:30 am - but not it this case, I had to wait till 07:00 am. I have been there shortly at 06:45 hoping to jump in couple of minutes before the time, but imidietely I was kicked off by a staff lady - the restaurant was ready and nothing was going on there. I wait outside with a watch in my hands, at 07:00 goes the door open, but instead of letting the people inside, staff starts to discuss between themselves who of them should receive breakfast tickets and who should lead the people to which places. Then, they begun the desinfection process of the hands of the people, so it took couple of minutes more till we finally got to the places.

You couldn't choose places to yourself, there was a rule of "junban" which means you seat in order as you came (!!) even if you dont wish to seat with person who became to be nex to you. We was a bigger group, so its not always the case everybody likes everybody. Even no corona security screens or empty seats, just next to each other.

One week ago they asked via my company which type of food do you prefere to have, western or japanese style. Everybody had to choose. Despite of it, they asked again everyone before the entrance the same thing, so for what this afford? And more: even after those, they gave japanese food to somebody who wish bread instead of rice, and so on... I got japanese style of dish, somebody sitting next to me too, but they forgot to give him rice, then salad, then drinks... everytime we to call the staff... It was many of staff people, but somehow very bad organized and slow serving the food, with a lot of mistakes. They gave to everyone orange juice, even if you want to have apple or grapefruit, doesnt matter. I asked about having a cup of tea, it was not possible - only coffee (!).

Leaving the restaurant, staff saw it but didn't say thank you or good bye to me. I remaind we speak about luxury hotel in 21st century, where you spend more that 10000 yen per night.

So I will keep far away from it since...

After a 9 year hiatus I stayed here again. My previous review said it was soulless and I must say it was better than that this time. However, my room, and particularly the bathroom, was extremely small. They have no gym and, when I asked about alternatives, they gave me a couple of local gyms hat would charge an additional $20/day. Customer service is, on the surface attentive, but there is no notion of flexibility to please the customer. At check in I asked if I had a quiet room. He said yes. I asked where it was so he took out a floor plan and it was right next to the elevator. Of course, it wasn’t possible to change it. Same happened with my colleague who checked in separately. She asked for a higher floor as they can be quieter but she was given a room on the lowest floor with rooms. Same answer when she asked if she could change. Any flexibility requests receives blank stares. ||I did have dinner twice at the top floor sushi bar. It was good. As was the cafe on the main floor. Also, the limousine bus to the airport runs from right outside which is...