Randor Residence Tokyo Suites — Hotel in Tokyo

I recently stayed at this property for two weeks and, unfortunately, found the overall experience to be quite disappointing, particularly in terms of cleanliness, professionalism, and service quality.

Upon arrival, we were required to check in ourselves with no assistance from staff, as no-one was at the reception which was confusing and inconvenient—especially after a long journey. Their working hours start late, which again should not be the case as people check in at all different times depending on their flight and arrival. The reception area was often unattended, and when staff were present, they were dressed in unprofessional attire, such as baggy clothes and tracksuit pants, which is not suitable for a hotel environment.

Communication was also a significant challenge. While I understand that the hotel is located in Japan, English is a widely spoken international language, especially in the hospitality industry. It was difficult to receive help or guidance from staff due to the language barrier.

The cleanliness of the room was below acceptable standards. The furniture was broken, the walls were peeling, and there was a persistent unpleasant odor. The lounge was unusable due to damage, and the curtains were stained. We were not offered any room cleaning service throughout our stay, and were told that only towel exchanges were available. When we inquired about vacuuming the room, we were informed that a vacuum cleaner rental would cost $50 and that we had to clean ourselves —something I have never encountered in any other hotel.

Additionally, the sleeping arrangements were uncomfortable. One of the rooms had no beds—only futons—which may not be suitable for all guests, particularly those unfamiliar with or unable to comfortably use traditional Japanese bedding.

Service was further lacking when we asked for help arranging a taxi that could accommodate our family. Despite offering to pay for the service, the request was declined as they said that they don’t do that type of service? Every hotel calls a taxi service for their guests?

Moreover, we experienced issues with other residents being disruptive and leaving rubbish in front of our door, which we had to clean ourselves. Public areas, including couches and seating spaces throughout the hotel, were damaged and emitted strong odors, contributing to an overall impression of neglect and poor maintenance.

Based on this experience, I would not recommend this property to families or international travelers expecting basic cleanliness, professional service, and support. The smoking area is just an outside area outside the hotel like in alley with two different chairs and nothing being under cover you are constantly staring at a wall or bunch of rubbish that is located behind and is...

Hi, I recently stayed here with my family for a week in mid October 24. Bottom line is, and without sounding like a typical western entitled tourist, there are many things that I need to say before I forget writing this review: We arrived late and found that the room with the traditional style futons hadn't been made up, so had to ask and watch and help one of their young staff make the room up (and hear him say he wasn't used to making up these style of beds). Speaking of staff, none of them had any sort of idea when it came to hospitality and local knowledge and info when it came to our tourist questions. Most hotels have those pamphlets that show what's around, but this hotel had barely anything. As these weren't serviced suites, you are expected to have them clean (or that's what we thought). But the lack of cleaning supplies and equipment was amazing, not even a dust pan and brush. The couch had terrible stains and should have been replaced/reupholstered. Besides some chopsticks, forks and spoons the kitchen was lacking in any other supplies. No salt/pepper, coffee /tea. None of this is mentioned in any marketing material. Having a washing machine is great but drying clothes takes a bit of innovation. Hanging clothes outside might be the norm but I found they end up having a strange, polluted smell on them (we're from country Australia so not used to this). We ended up having them hung up around the house with the aircons running for awhile, which seemed to work well. You can check out late but there is a service charge, which is a bit unfair considering some people have flights late in the evening. But the worst of it is that they only take cash for the late checkout, which seems quite fishy and a bit of making up rules on the run. I booked through Qantas hotels, so my rating is primarily for them because of the lack of due diligence from a vetting perspective and should have done a better job at rating the hotel or even offering it through their website for booking. Also, I'm unable to provide this review via the Qantas website, so they actually deserve zero stars. Now, for the positives (there are a couple, I promise!): The rooms are spacious, comfortable and they have air conditioning (which helped alot on the days we were there). The hotel is centrally located with good access to public transport, just took some getting used to for us not used to having public transport where we live. The staff, even though they were considerably young (they honestly looked like uni students doing work experience), they get an A for effort for helping us with answering our questions or assisting us with something we needed...

Stayed for a total of 5 nights split into 2 tranches of 2 and 3 nights each. The first stay was pleasant as we took the Premium Japanese styled suite which could fit the total of 5 of us. Check in was easy as we arrived pretty late at night and the hotel has provided us with the room number as well as the pin code to access the room. The suite was nice with very comfy beds, pillows which were generally clean. The hot shower was very good and bath had a tub as well for an onsen session. Next day met with a reception which marred the experience. This Japanese lady seemd to be in a bad mood. We checked out of our first tranch stay to spend a few nights in Odawara. Hotel had luggage storage so it was really helpful. ||||The 2nd tranch stay was in another suite ie Executive Suite. Room was good but some significant flaws were experienced compared to the first stay. In summary, I am listing out the pros and cons of this place:||||Good||1. Suites are large and comfy.||2. There is a guy reception (wears a spectacle - cant remember his name) who was very very nice. He went out of the way in helping us which is a plus point.||3. Near a supermarket (gourmet city) which is open 24 hrs. Great priced beer and groceries.||4. Full facilities provided in the suite. Can heat up food for breakfast or a midnight supper and do your dirty laundry too.||||Bad||1. The Japanese lady reception. If the Management team is reading this, she was manning the counter on morning of 30 August. Clearly saw discriminative behaviour towards my family as compared to some europeans. Have never met a Japanese let alone any service industry personnel this bad to be honest. She was outrightly showing displeasure in answering my queries queries. ||2. Distance is slightly away from the stations. Need a 5 mins walk at least.||3. Air condition in room 204 was not working well. Had to sleep in the heat. I think someone tried to do something about it but still seemed to be under capacity for a large room.||4. 2nd floor had no lifts. Got to lug the luggages up 2 flight of stairs.||||Would I stay here again. Well, I think the bad experience with the front office lady will help me decide against it in my next trip to Tokyo. I am giving this place a 2 star rating solely due...