Firstly, I would like to commend your establishment on its excellent cleanliness, convenient location, and overall comfort. I am a frequent traveler to Japan and have had several enjoyable stays across various hotels in the country, including through the same booking platform I used for my reservation at hotel.com
Each time, I have been deeply impressed by the courteous and professional service typical of Japanese hospitality.
However, during my recent check-in at your hotel, I do not recall being informed of the 10:00 a.m. check-out time, and as most hotels in Japan have an 11:00 a.m. check-out policy, I was under the impression that I had more time to prepare. At around 10:10 a.m., I received a call from a staff member who informed me, in a rather impolite manner, that I was already late for check-out and would be charged a 1000 Yen penalty. Although I explained that I was unaware of the 10:00 a.m. requirement, I felt that the staff member did not believe me and insisted that I come down to pay the fee.
I have no issue with adhering to check-out times and paying any necessary fees when rules are clearly communicated. However, I felt that the interaction was handled in a way that did not reflect the warm hospitality I have come to expect in Japan. Despite paying the fee, I left with a sense of dissatisfaction regarding how the situation was managed.