Via inn Shinjuku — Hotel in Tokyo

Overall, our stay at Via Inn Shinjuku was not bad—the room was clean, and the location was quite convenient and accessible to the Shinjuku area. However, we were disappointed with the level of service from some of the hotel staff, which affected our overall experience.

Unfriendly and Rude Staff Behaviour There was a particular female staff member—she wears black glasses and can speak English—whose manner was notably rude when dealing with us as foreign guests.

Upon Check-In: On our arrival day, her attitude made us feel as though we were asking to stay for free. Her tone and body language were unwelcoming and dismissive.

Upon Check-Out: My sister accidentally left her glasses in the room and approached the same staff member for help. Although the housekeeping team found only a travel pillow, my sister clearly remembered where the glasses had fallen. When she tried to explain this, the staff member abruptly said, “We have checked everything in the room already,” and when my sister insisted, she responded with an aggressive tone, saying, “I need more time!” This response was unnecessarily harsh and unprofessional. Eventually, we returned to the hotel and found the glasses—exactly where my sister had said they were.

Lack of Cultural Awareness Another staff member responded to us with “I don’t know BKK—what is BKK?” When we mentioned Bangkok. While we understand that not everyone must know every city, BKK is a common abbreviation for Bangkok, and considering this hotel serves international guests in the heart of Tokyo, we expected more cultural awareness from the front desk team.

Room and Facilities The room was clean and well-maintained, which we appreciated. However, the space was quite small for two people, which made it a bit uncomfortable during our stay.

To summarize, the hotel itself has potential in terms of location and cleanliness, but the service mindset of some staff members needs serious improvement. We hope the management will consider better training in hospitality and customer care, especially for...

This hotel is nicely located not too far from Shinjuku station and many bars and restaurants.There are amenities available like pour over coffee, toiletries, etc. There are also umbrellas for use and a bathroom on the main floor off the lobby. The beds were comfortable but the pillows were a bit odd- like bean bags. The double bed was just big enough for two tall people but it’s so far against the wall that the curtains touch the duvet. The shower had good pressure and the soaps were good quality. There was a great kettle in the room plus mugs and glasses and a fridge. There are laundry facilities with soap included: one load for 500 yen.The staff was polite and some were English-speaking but all used a translator to help guests from all over the world. One small moment seemed less reasonable for us though. We arrived at 13:30 for a 15:00 reservation. We made plans to leave our bags and hoped to put a load in a washing machine while we went to a nearby restaurant so we could come back to check in and have clean clothes. They told us that we would need to check in first, even though we already had a reservation an hour and a half away from beginning. In addition, a friend of ours was staying there and had checked in the night before. We got into the elevator to go to his room to use the shower and were told we could also not enter his room until our reservation began. We ended up waiting downstairs while our friend put our laundry for us which was a little awkward. Of course we respect rules and procedures but it seemed a little extreme to not allow us to use a facility we would be able to use in less than two hours, especially since they already had the money from our no refundable reservation. It just shows a bit of inflexibility rather than...

Top-notch service, excellent cleanliness, superb value for money. Although the room was tiny just like most in this price range, this hotel made up for it in everything else. They offered free UCC drip coffee and tea, facial wash and makeup remover, disposable hand towels, combs and toothbrushes and other toiletries downstairs. There is a smoking area at the lobby and a microwave there, too. The bed was very comfy and big enough to fit a 6-footer like me. Oh and their TV has an HDMI slot for your devices in case you need it. They always left behind a pair of fresh towels every day! And they also lend nice clean robes! And if you ask them to make up your room, they will clean every tiny detail of it, especially the bathroom, which never gets stinky because of the room cleaners and the hi-tech toilet, and shower has the best temp gauge and water pressure controls I've ever used in any hotel. Best of all, their service was great--at one point I needed help getting my laundry (they have this service, too) because I had to go to a scheduled tour but my clothes were still in its wash cycle, and they offered to get it for me while I was out. So nice of them to do this! They also assisted in weighing my luggage at check out. Shout out to Rei-san and Taka-san for helping us out in our accomodation and services! In terms of location, it's perfect because it's very near some konbinis and vendos and not too close to the loud bars: it has a 7-11 and a Lawson both just a 2-minute walk away each. Omoide Yokocho is 5 minutes away, and Kabukicho is around 7. Over-all, I recommend this hotel to everyone who wants to experience Shinjuku! I simply love it here, and I can't...