TRUNK(HOTEL) — Hotel in Tokyo

ホテルラウンジバーにカフェラテを注文したら、大きなハエがコップにいました。その後ホテルの対応が乱暴すぎて、ここにコメントしようと思いましたが。英語となりますが、気になる方は翻訳機能を使ってご覧になってください。|There was a fly 🪰 in my coffee after I almost finished everything I realized it.|below is the email I sent to the hotel, and the screen shoots is how they reached out to me after.|So the best proposal is that they will provide me to a drink again in the bar where I had the fly coffee.||I would never going there again or suggest to any of my friends to got to this cheap place with poor service and poor responsibility to their customers also their hygiene environment.||And then the funny thing, the last picture of that matcha latte is the one they made for my friend after making my coffee. They even didn't say sorry, or suggest to make another one.we just found it's funny but now I can see how bad was the service there.|||------------email----------------|I would like to make a complaint about the experience in trunk lounge today 2022/11/29||In the afternoon I went to the trunk hotel lounge for coffee and work from there as a regular customer.||I got my coffee as usual so was just sitting there and enjoy it.||But after almost finishing it, I found something in the bottom and it was a fly which literally looked like the emoji ?, a big one you probably wouldn't see in a clean place unless you are in a dirty fish market. ||You could imagine how disgusted I was at that moment.|So then I went to the counter to talk to the staff, then they bring a lady name WOO YOUNG JU, she expressed herself by saying sorry and showing she is generally sorry for it, and she said she will ask her boss who is her supervisor of her to discuss what to do after.||Then the person came, a Japanese gentleman( he didn’t give me his business card so I can’t tell his name, he Has a bit round body black hair, wearing a black shirt ) , but the first thing he said was: let me express myself, we discussed about the possibility of this incident , we don't think this fly was in any of our coffee making process, not possible in the coffee machine, nor in the milk. It could be just a fly in the room flied in your cup after we made it. I'm sorry for that.||Then he suggested to refund me.||I thought there is nothing more to talk to him so I just said ok.||Then the lady Woo came few times after telling me how sorry she is for this incident. Then I told her because of the explanation I have got from the gentleman make my day even worse. I don't blame this on you, I know you are trying to do your best, but your boss wasn't even trying.||So I wanted to report this incident, as this is not a way of apologizing, he didn't suggest anything instead of saying to refund me, he said what do you want, I told him there is nothing we want from you except a good apology. ||This is just unacceptable. |I expect a better action of an apology than that.||I hope the trunk hotel management team will make a good move on this, taking this seriously as it is a really bad incident that could damage the whole brand.||I have got photo and video of the incident if you need to check.|I wanted to make a complaint on Internet but I thought maybe it's better to talk here first.||Best regards,...

ホテルラウンジバーにカフェラテを注文したら、大きなハエがコップにいました。その後ホテルの対応が乱暴すぎて、ここにコメントしようと思いましたが。英語となりますが、気になる方は翻訳機能を使ってご覧になってください。|There was a fly 🪰 in my coffee after I almost finished everything I realized it.|below is the email I sent to the hotel, and the screen shoots is how they reached out to me after.|So the best proposal is that they will provide me to a drink again in the bar where I had the fly coffee.||I would never going there again or suggest to any of my friends to got to this cheap place with poor service and poor responsibility to their customers also their hygiene environment.||And then the funny thing, the last picture of that matcha latte is the one they made for my friend after making my coffee. They even didn't say sorry, or suggest to make another one.we just found it's funny but now I can see how bad was the service there.|||------------email----------------|I would like to make a complaint about the experience in trunk lounge today 2022/11/29||In the afternoon I went to the trunk hotel lounge for coffee and work from there as a regular customer.||I got my coffee as usual so was just sitting there and enjoy it.||But after almost finishing it, I found something in the bottom and it was a fly which literally looked like the emoji ?, a big one you probably wouldn't see in a clean place unless you are in a dirty fish market. ||You could imagine how disgusted I was at that moment.|So then I went to the counter to talk to the staff, then they bring a lady name WOO YOUNG JU, she expressed herself by saying sorry and showing she is generally sorry for it, and she said she will ask her boss who is her supervisor of her to discuss what to do after.||Then the person came, a Japanese gentleman( he didn’t give me his business card so I can’t tell his name, he Has a bit round body black hair, wearing a black shirt ) , but the first thing he said was: let me express myself, we discussed about the possibility of this incident , we don't think this fly was in any of our coffee making process, not possible in the coffee machine, nor in the milk. It could be just a fly in the room flied in your cup after we made it. I'm sorry for that.||Then he suggested to refund me.||I thought there is nothing more to talk to him so I just said ok.||Then the lady Woo came few times after telling me how sorry she is for this incident. Then I told her because of the explanation I have got from the gentleman make my day even worse. I don't blame this on you, I know you are trying to do your best, but your boss wasn't even trying.||So I wanted to report this incident, as this is not a way of apologizing, he didn't suggest anything instead of saying to refund me, he said what do you want, I told him there is nothing we want from you except a good apology. ||This is just unacceptable. |I expect a better action of an apology than that.||I hope the trunk hotel management team will make a good move on this, taking this seriously as it is a really bad incident that could damage the whole brand.||I have got photo and video of the incident if you need to check.|I wanted to make a complaint on Internet but I thought maybe it's better to talk here first.||Best regards,...

When booking my stay at Trunk for 6 nights in June 2025 I really didn’t think it would end up with writing a 1 star review for my experience but I’m sharing my feedback so that anyone considering booking this hotel is aware.

My main issue with this property is value for money. I paid 64,000 yen per night (680AUD) which is the most money I’ve ever spent on a hotel but from looking at the photos and the way it is marketed online, and it being my first time solo travelling, I decided it was worth it to spend a bit more money.

The rooms are extremely dated, they would have been great 5-8 years ago but it is clear they are not maintained. Old, stained carpets, walls that need repainted, rusted taps and a terrible musty smell in the room and main corridor. I think it’s outrageous that a company charging this much money for a hotel room does not care enough to carry out upgrades to their room and present them in a way that matches their online presence. This could be classed as false advertising. Another thing to look into is that you are advertised as a 4-star hotel on google & 5-star on other booking platforms, this kind of inconsistency is misleading for guests.

To their credit, the vast majority of the staff were so lovely, including the manager, who I voiced this feedback to. Unfortunately, I had a bad experience with a bartender when I went to cash in my free drink voucher. This experience left me feeling extremely uncomfortable and I did not feel like I could relax in the lobby area for the remainder of my stay. As I mentioned this was my first time solo travelling as a female and in general Japan has felt so safe to me during my trip but the fact I didn’t feel comfortable in my hotel was not ok.

If you are considering this hotel for your Tokyo trip, I really do think you can get much better value for...