The Tsubaki Tower — Hotel in Tamuning Municipality

We are a family on a 4-day, 3-night vacation at this hotel, with a college student and a high school student as our children. We booked two connecting club rooms, having high expectations since Tsubaki Hotel is the newest in Guam. Our first impression was positive—the hotel looked clean and well-maintained. However, our experience quickly soured.||On our first night, after checking in and going out, we returned to find several ants, dead or alive, in the sink. We flushed them down the drain, hoping it was a one-time incident. The next evening, while lying on the bed and using my phone, I noticed several ants crawling from the headboard area. The headboard was flush against the wall with no gaps, yet ants kept appearing and even fell onto my phone. My child, who was cutting their nails on the nearby sofa, said, "Mom, ants are crawling up my hand." My husband mentioned he had killed over 10 ants since we checked in.||At around 11:30 PM, we couldn't take it anymore and called the hotel reception. They offered to spray ant repellent in the room. I asked about the safety of the spray, and the manager assured us it was safe as long as it wasn't touched or ingested. However, they sprayed a large amount right above the bed, leaving a strong odor that made it unbearable to sleep there. We called the reception again and requested a room change. By 12:30 AM, we were moved to a room three floors higher on the same club floor, but the connecting room for the kids wasn't ready, so they had to stay in the original room.||On our third day, the kids woke up and mentioned they had found ants in their room too. My husband spoke with the hotel manager, whose first question was whether we had brought any food that might attract ants. We explained that we had seen ants since the first day. The manager said they could move the kids' room but it wouldn't be ready until 6 PM. We had specifically requested two connecting club floor ocean view rooms to spend quality time together before our eldest child left for college. Instead, we spent our short vacation repeatedly packing, unpacking, and moving rooms. We had paid for full ocean view rooms but ended up with rooms that were partly ocean view and partly city view.||The entire experience was frustrating and disappointing. The manager's explanation that ants are common in Guam because it's an island felt like a poor excuse. Even if a few ants might have followed us, the presence of so many indicated a lack of proper pest control. Were we just unlucky? After speaking with the manager, all we received was an apology, a room change, and a concession of a two-hour late checkout, which felt insufficient given our inconvenience.||We've never had such issues at other hotels before. While Tsubaki Hotel's exterior seems impressive, the customer service, staff training, and pest control were severely lacking. Overall, our experience at Tsubaki Hotel was very disappointing. Despite its new appearance, the fundamental issues we faced overshadowed any positives. We had high hopes for this hotel but were left frustrated and let down by its inability to provide a comfortable and pest-free environment.||We understand that ants can be a common issue in Guam, but the extent of our problem suggested a lack of proper pest control measures. The handling of our complaints by the management left much to be desired. The manager's suggestion that we might have brought food that attracted the ants felt dismissive and unhelpful. Moving rooms multiple times during our short stay was extremely inconvenient and not the relaxing vacation we had hoped for.||In the end, the compensation offered—a two-hour late checkout—felt insufficient given the extent of the inconvenience. We expected better service and living conditions, especially given the premium price we paid for ocean view club rooms. Our overall impression is that while Tsubaki Hotel may look impressive, significant issues need to be addressed to meet the standards expected from such an establishment.||We hope that the hotel management takes our feedback seriously and makes the necessary improvements to prevent future guests from having similar disappointing experiences. For now, we are left with a sense of frustration and regret that our family vacation was marred by these...

Zero hospitality and bug bites

As year-end approaches, I decided to treat myself to a luxurious hotel experience, opting for Tsubaki despite its high cost, with hopes of a first-class stay. Regrettably, the reality fell short of my expectations, as the guest service and cleanliness did not meet the standards. - I was bitten by bugs.

On the second day, I noticed the coffee maker was covered with layers of dirt and dust, requested its cleaning along with the room for the next day. Initially dismissing it as a minor oversight, I later observed the wooden part of the bedside table is filthy, covered in yellowish flakes and old grey dirt. Hoping for improvement, I waited for the scheduled cleaning the next day. (it was not cleaned in the next day either)

On the third day, after returning to the hotel in the evening, I took a long bath and sat on the couch in a bathrobe for about 40 minutes. I noticed an itch on the bottom of my upper thigh, scratched and ignored it. However, I later felt a sharp, stinging sensation. I sprung out of the couch and discovered clusters of small lumps—it was bug bites. I immediately contacted the reception and was offered a move from the 18th to the 15th floor.

I only took my bathroom kits and moved, but I refused to take my clothes and requested cleaning. I asked them the procedures and processes when such bites happen, but the front desk manager could not tell me, either the hotel doesn’t have the manual, or he simply doesn’t remember it. With the limited knowledge of Guam’s fauna, I requested what I possibly can think of. The manager should have informed and assured me when such bites happen, however, he repeated that unless the insects are found they could not do anything and they are not a ‘Launderette’.

The next day, the assistant front manager delivered my clothes unwashed and informed me there was a pest control inspection and nothing was found, and she added it would have come from my clothes from Korea. – How typical!

I have not received any apology from the front desk manager for the bites, inconvenience of moving rooms at night after 10 pm, and relocating to lower floors. The hotel is justified with the inspector's report.

Despite my disappointment, I chose not to let these issues ruin my holiday and attempted to enjoy the rest of my days. (stayed long 5 nights) However, I felt compelled to share my experience with Tsubaki to inform prospective travellers to Guam about potential concerns.

Intrigued by the stark contrast between the hotel's virtual portrayal and its disappointing services, I delved deeper into Tsubaki's background and discovered it is owned by the Ken group—a conglomerate engaged in various businesses, including Real estate purchase, sell, and resell, Design and construction, Serviced apartments, Trend generating media, Travel agency, Beauty, and Bridal, etc. Their focus on maximizing profits through integrated business ventures becomes evident, leaning more towards Property than Hospitality. It’s evident their image is carefully curated through their affiliated media company.

Tsubaki is built as an annex to Nikko hotel, it’s just a block of an apartment building with a small swimming pool and restaurants. It has poor Value for Money.

I spent my hard-earned money not just for accommodation but for a positive and professional hospitality experience. What they fail is providing right level of care, hospitality, and cleanness.

If the hotel wishes to address these concerns, I am willing to provide all relevant pictures. Please ensure to have better cleaning protocols, as there is an abundance of dust on the top of the bedhead, corners of the room, and on furniture. (if you have asthma please think twice). Moreover, please train your managers and benchmark the hotels who provide superb hospitality services,...

We are a family on a 4-day, 3-night vacation at this hotel, with a college student and a high school student as our children. We booked two connecting club rooms, having high expectations since Tsubaki Hotel is the newest in Guam. Our first impression was positive—the hotel looked clean and well-maintained. However, our experience quickly soured.

On our first night, after checking in and going out, we returned to find several ants, dead or alive, in the sink. We flushed them down the drain, hoping it was a one-time incident. The next evening, while lying on the bed and using my phone, I noticed several ants crawling from the headboard area. The headboard was flush against the wall with no gaps, yet ants kept appearing and even fell onto my phone. My child, who was cutting their nails on the nearby sofa, said, "Mom, ants are crawling up my hand." My husband mentioned he had killed over 10 ants since we checked in.

At around 11:30 PM, we couldn't take it anymore and called the hotel reception. They offered to spray ant repellent in the room. I asked about the safety of the spray, and the manager assured us it was safe as long as it wasn't touched or ingested. However, they sprayed a large amount right above the bed, leaving a strong odor that made it unbearable to sleep there. We called the reception again and requested a room change. By 12:30 AM, we were moved to a room three floors higher on the same club floor, but the connecting room for the kids wasn't ready, so they had to stay in the original room.

On our third day, the kids woke up and mentioned they had found ants in their room too. My husband spoke with the hotel manager, whose first question was whether we had brought any food that might attract ants. We explained that we had seen ants since the first day. The manager said they could move the kids' room but it wouldn't be ready until 6 PM. We had specifically requested two connecting club floor ocean view rooms to spend quality time together before our eldest child left for college. Instead, we spent our short vacation repeatedly packing, unpacking, and moving rooms. We had paid for full ocean view rooms but ended up with rooms that were partly ocean view and partly city view.

The entire experience was frustrating and disappointing. The manager's explanation that ants are common in Guam because it's an island felt like a poor excuse. Even if a few ants might have followed us, the presence of so many indicated a lack of proper pest control. Were we just unlucky? After speaking with the manager, all we received was an apology, a room change, and a concession of a two-hour late checkout, which felt insufficient given our inconvenience.

We've never had such issues at other hotels before. While Tsubaki Hotel's exterior seems impressive, the customer service, staff training, and pest control were severely lacking. Overall, our experience at Tsubaki Hotel was very disappointing. Despite its new appearance, the fundamental issues we faced overshadowed any positives. We had high hopes for this hotel but were left frustrated and let down by its inability to provide a comfortable and pest-free environment. In the end, the compensation offered—a two-hour late checkout—felt insufficient given the extent of the inconvenience. We expected better service and living conditions, especially given the premium price we paid for ocean view club rooms. Our overall impression is that while Tsubaki Hotel may look impressive, significant issues need to be addressed to meet the standards expected from such an...