Sotetsu Fresa Inn Tokyo-Akasaka — Hotel in Tokyo

The hotel:||||The property is clean and quite comfortable. The bed has a decent mattress that isn't as hard as some (I still found it slightly too firm for me, but I used the duvet as a mattress pad to add a bit more squishiness; if it's cold when you're there, reception will provide extra blankets so you could use them in place of the duvet for warmth). ||||I was in one of the standard double rooms for single use. It was perfectly fine for one person, but I'd note the pics on sites like Agoda make the room look larger than it is. There was a double bed with choice of pillow types (pushed up against the wall and with only a couple of inches between the foot of the bed and the window), so you could really only access the bed from one side), a desk and chair, and a small wardrobe. There was also a folding luggage rack, and just enough floorspace to stand it by the food of the bed to hold my small suitcase. The room would be difficult to share (two people would end up tripping over each other) or if you have a tonne of luggage, but for one person with one suitcase, it was perfectly fine, and no where near as small as some I've stayed in. And they obviously have larger rooms (deluxe double) for those who want a bit more space.||||Amenities in the room were better than I expected in this price range. There was a TV (I didn't notice any English language channels), kettle (green tea is provided), air purifier, mini fridge, plus a tonne of other stuff squirreled away for guests to use (hair dryer, febreeze for when your clothes smell like the barbecue joint you were in the night before, toiletries, shoe shine mitts, robe and slippers, etc.). There's a trouser press and an ice machine in the hallway for guests to share. ||||The bathroom shower was great - good strong water pressure and very hot water. The shower was an over-bath one and the tub is one of those short, deep ones, so it's a bit of a step to get in (it will be fine for most people, but something to keep in mind if you're elderly or have trouble with your legs).||||The room was clean for the most part - the bathroom fixtures, sheets, floor, table, etc., were all very clean. The vent for the heating and AC was a bit dusty (so I used the air purifier when I'd put the heating on), and the toothbrush glasses in the bathroom looked dirty so I didn't use them. But everything else was clean.||||Noise wise, I had a room facing the back, and never heard a peep from either street noise or other guests. It was very quiet. (I read one other review on the site where someone complained they could hear train noise, but considering the trains run underground, I don't see how that could be). The heater is a bit loud, so I just put it on for a bit in the evening, then turned it off before bed. Once I woke a bit cold in the night, and just turned it on for a short bit, then turned it off again (it blows quite fiercely, so the room heats up quickly).||||All in all, I was very happy with the quality of my stay and the value for money.||||The area:||||Akasaka is a great neighbourhood to base yourself in Tokyo - you're pretty much right in the centre of the central area of the city, where tourists are likely to want to spend most of their time. To get to the Imperial palace and Ginza area, it's a 30-40 minute walk or a couple of stops on the MRT heading East. To get to Harajuku and Shibuya, it's a 40 minute walk or a couple of MRT stops west. The Roppongi Art Triangle museums and malls are a 15 minute walk away. In addition to being literally next to the Akasaka MRT stop, you're within a 8-10 minute walk from 2 other stops (giving you more choices of lines).||||There is also about a million different restaurants, cafes and bars within the neighbourhood. I recommend Hakata Ramen Kazu (just behind the Asakasa Biz Tower) for pork-bone ramen, Kisurin on the first narrow street west of Sotobori Dori (which is the main street you come to after a couple of blocks if you turn right when you come out of the hotel). In addition to several convenience stores (7-11, Family Mart) right by the hotel, there's also a small 24hr grocery store within about 3 minutes walk (turn right out of the hotel and walk just past the MRT entrance, and you'll see it just before the Burger King (Maruetsu Petit, it has a green sign). They have a lot of stuff you can't find in the convenience stores, like fresh fruit and loads of made up salads.||||FYI: it took me ages when I arrived, jetlagged and exhausted from 24 hours of travelling, to figure out how to turn the lights in my room on. The black box by the bed that looks like a clock radio controls all the lights...

Disappointing Experience with Poor Customer Service – Room Mismatch & Unprofessional Handling of Complaint

I checked in at Sotetsu Fresa Inn Akasaka on Feb 21 and was assigned room 604 for my three-night stay. However, upon entering, I immediately noticed that the actual room layout was significantly different from the photos shown on the hotel’s website, which was misleading. Since I had previously stayed in room 603, I was expecting a similar layout, especially since I needed floor space for my luggage.

When I called the front desk, the staff member seemed unable to understand my concern (not sure if the english languge barrier), so I went down to reception to speak with them in person. There were two staff members present—a senior male staff (possibly the Front Office Manager, Mr. Park) and a junior japanese female staff member. I tried to explain the issue to the senior staff, showing him the booking confirmation that I am member and booked direct and showed website photos to highlight the difference between what was advertised and what I received. However, his response was simply that "all rooms are the same size" and that I had booked a room type, not a specific room number.

I politely asked if there were any available rooms to switch to, but I was told the hotel was fully booked. However, they offered me smaller rooms for an extra charge, which made no sense to me—I wasn’t requesting an upgrade, just a room with the layout I expected. I also asked junior staff but she could not do anything.

What made the situation worse was Mr. Park’s poor handling of my complaint. As someone who works in the hotel industry, I have seen many guest complaints, and this was not the way to handle them. He was dismissive, unhelpful, and even rude. He refused to engage in a meaningful discussion, seemed frustrated that I was raising this issue, and even spoke in Japanese with his colleague in a way that was clearly negative toward me—which I could understand a little.

At one point, when I asked for his full name to reference in my complaint, he aggressively responded, “Why? Why? Why do you need my full name?” and then scribbled something on a piece of paper that was barely legible. This behavior was completely unprofessional.

The next morning, I noticed that room 603 had checked out, meaning the hotel could have moved me there for my second night, but they chose not to assist me despite my request. Instead of prioritizing guest satisfaction and a simple room switch, they ignored my concern entirely.

This experience has left me extremely disappointed. The lack of professionalism, poor communication, and dismissive attitude from the Front Office Manager, Mr. Park, were unacceptable. A hotel’s staff is one of its most valuable assets, but in this case, I believe that Mr. Park’s actions could seriously damage the hotel's reputation. Because of this poor service, I will not recommend this hotel to my friends or colleagues.

I am sharing this review so that senior management is aware of how guests are being treated and to prevent future guests from facing a similar...

I checked in at Sotetsu Fresa Inn Akasaka on Feb 21 and was assigned room 604 for my three-night stay. However, upon entering, I immediately noticed that the actual room layout was significantly different from the photos shown on the hotel’s website, which was misleading. Since I had previously stayed in room 603, I was expecting a similar layout, especially since I needed floor space for my luggage.||When I called the front desk, the staff member seemed unable to understand my concern (not sure if the english languge barrier), so I went down to reception to speak with them in person. There were two staff members present—a senior male staff (possibly the Front Office Manager, Mr. Park) and a junior japanese female staff member. I tried to explain the issue to the senior staff, showing him the booking confirmation and website photos to highlight the difference between what was advertised and what I received. However, his response was simply that "all rooms are the same size" and that I had booked a room type, not a specific room number.||I politely asked if there were any available rooms to switch to, but I was told the hotel was fully booked. However, they offered me smaller rooms for an extra charge, which made no sense to me—I wasn’t requesting an upgrade, just a room with the layout I expected. I also asked junior staff but she could not do anything.||What made the situation worse was Mr. Park’s poor handling of my complaint. As someone who works in the hotel industry, I have seen many guest complaints, and this was not the way to handle them. He was dismissive, unhelpful, and even rude. He refused to engage in a meaningful discussion, seemed frustrated that I was raising this issue, and even spoke in Japanese with his colleague in a way that was clearly negative toward me—which I could understand a little.||At one point, when I asked for his full name to reference in my complaint, he aggressively responded, “Why? Why? Why do you need my full name?” and then scribbled something on a piece of paper that was barely legible. This behavior was completely unprofessional.||The next morning, I noticed that room 603 had checked out, meaning the hotel could have moved me there for my second night, but they chose not to assist me despite my request. Instead of prioritizing guest satisfaction and a simple room switch, they ignored my concern entirely.||This experience has left me extremely disappointed. The lack of professionalism, poor communication, and dismissive attitude from the Front Office Manager, Mr. Park, were unacceptable. A hotel’s staff is one of its most valuable assets, but in this case, I believe that Mr. Park’s actions could seriously damage the hotel's reputation. Because of this poor service, I will not recommend this hotel to my friends or colleagues.||I am sharing this review so that senior management is aware of how guests are being treated and to prevent future guests from facing a similar...