MIMARU TOKYO UENO EAST — Hotel in Tokyo

We would have given this hotel 4 or 5 stars, but their refusal to change our reservation (and charging us for extra nights) left a bad taste in our mouth. Initially we booked 8 nights to give ourselves a window of opportunity as we watched the cherry blossom forecasts to finalize our plans. A full two weeks prior to our check-in date, we contacted the hotel requesting to cancel 3 nights and keep a specific 5 day window. They wouldn't allow us to change our reservation. We were told that we had to cancel our reservation and rebook it to 5 days ourselves. The problem of course is that the hotel was sold out (cherry blossom high season) so we couldn't rebook it on our own. We went back and forth via email numerous times. Eventually, we were told that "as a courtesy," they would reduce our reservation by 1 day. So we ended up having to pay for 7 nights, even though we only stayed 5 nights. Upon arriving at the hotel, we took this issue up again with the front desk and were then told that it was too late to cancel (well of course it was which is why we tried to cancel 2 weeks earlier). The entire situation was ridiculous and frustrating. Adding to the frustration was the fact that we went on to stay at a Mimaru in Kyoto where we did the exact same thing. We booked a few extra nights which they cancelled 2 weeks prior to check. One email to Kyoto, cancellation done....there was no getting the run-around. How is it that the 2 different Mimaru properties seem to have 2 different cancellation policies? SO JUST BE AWARE THAT YOU CAN CANCEL YOU'RE ENTIRE RESERVATION, BUT CHANGES DON'T SEEM TO BE ALLOWED AT THE MIMARU UENO EAST HOTEL. RIDICULOUS!||Pros|Good location close to the train station|Room size was good when compared to others in Tokyo|Kitchen was stocked as expected - extras like a rice cooker or toaster oven are available (for an extra fee)|Good base for cherry blossom viewing (quick walk to Ueno Park and short cab/train ride to Sensoji/Asakusa)|Quiet area (if you are looking for great restaurants/nightlife, look elsewhere)||Cons|Bed is VERY firm by Western standards (found this in all our Japan hotels though)|Toilet in totally separate room from sink/shower (again weird for westerners, but standard for Japan)|A bit noisy (can hear the people above you, plus the outdoor entry make it loud)|Windows are frosted so no views and they only open 2 to 5" in SOME rooms (if you are claustrophobic this hotel could...

DISHONEST STAFF WHO STOLE MONEY IN OUR ROOM LOCKED SAFE||||We stayed in Mimaru Ueno East for 3 days while we visited Tokyo. We stored a substantial amount of cash in an envelope inside the room's lock safety box, which is intended for our next stop in Hong Kong. Unfortunately we forgot about the envelope when we checked out (packing in a rush with two kids is never a good idea).||||When we realised our mistake we were unable to return to the hotel, so we emailed Mimaru Ueno East immediately. They confirmed they did indeed open the locked safe using their master key after we left, but the safe was empty when they opened it.||||We know this is a lie as we are absolutely, absolutely sure that we left our travel money inside the safe (I placed the envelope inside the safe with my wife witnessing this). When we queried their version of events, they bluntly denied it and simply suggested that we search our own luggage. They also refused to provide a response from their hotel manager or head office, and instead all email replies are from various staff who are rostered at the front desk at any given time.||||They're either covering for their staff, or those replying are in on it, or simply have no interest in investigating this serious incident further. I struggle to see how anyone can have confidence staying in this hotel (or any other Mimaru operated hotels) if its staff are dishonest, and its management refuse to assist in any meaningful way. For us, our sense of security staying in hotels has been lost, and the rest of our trip ruined due to losing most of our funds.||||I have no doubt that Mimaru will likely issue a reply below this review to maintain their innocence. Rather than spending the time to defend your actions, please make this right by investigating this incident and the staff in question who opened the safety lock box (we have her name), contact us and return what is originally ours. We have also notified Ueno Police of this criminal activity.||||Until this happens, I would strongly suggest people to stay away from Mimaru Ueno East or any other Mimaru hotels, because you simply cannot be assured if your contents and...

DISHONEST STAFF WHO STOLE MONEY IN OUR ROOM LOCKED SAFE

We stayed in Mimaru Ueno East for 3 days while we visited Tokyo. We stored a substantial amount of cash in an envelope inside the room's lock safety box, which is intended for our next stop in Hong Kong. Unfortunately we forgot about the envelope when we checked out (packing in a rush with two kids is never a good idea).

When we realised our mistake we were unable to return to the hotel, so we emailed Mimaru Ueno East immediately. They confirmed they did indeed open the locked safe using their master key after we left, but the safe was empty when they opened it.

We know this is a lie as we are absolutely, absolutely sure that we left our travel money inside the safe (I placed the envelope inside the safe with my wife witnessing this). When we queried their version of events, they bluntly denied it and simply suggested that we search our own luggage. They also refused to provide a response from their hotel manager or head office, and instead all email replies are from various staff who are rostered at the front desk at any given time.

They're either covering for their staff, or those replying are in on it, or simply have no interest in investigating this serious incident further. I struggle to see how anyone can have confidence staying in this hotel (or any other Mimaru operated hotels) if its staff are dishonest, and its management refuse to assist in any meaningful way. For us, our sense of security staying in hotels has been lost, and the rest of our trip ruined due to losing most of our funds.

I have no doubt that Mimaru will likely issue a reply below this review to maintain their innocence. Rather than spending the time to defend your actions, please make this right by investigating this incident and the staff in question who opened the safety lock box (we have her name), contact us and return what is originally ours. We have also notified Ueno Police of this criminal activity.

Until this happens, I would strongly suggest people to stay away from Mimaru Ueno East or any other Mimaru hotels, because you simply cannot be assured if your contents and...