The hotel room itself is beautiful, clean, and comfortable, but our experience at breakfast on our final morning completely changed how we felt about our stay.
I arrived at the buffet in the yukata something that has been normal at every other hotel weâve stayed at in Japan and we greeted the staff in Japanese with a good morning. The young staff member immediately said, âYou need to change go change There was no good morning, and no explanation. We were not told whether the issue was my clothing, my partnerâs clothing, or both. The staff member then walked away, leaving us confused and embarrassed while his colleague then said then it was my yukata and apologized.
This rule was never mentioned at check-in, in the room, or anywhere else. Had it been explained kindly or clearly, I would have not worn that. This is a complete lack of hospitality and communication.
Because of how uncomfortable and unwelcome we felt, we ultimately did not eat any breakfast at all, despite having paid for it. When we asked about the bento box option at the front desk that was offered instead, we were told it was not available so we went back to our room and did not have breakfast.
Five staff members and not one person tried to resolve the situation.
This was our last night in Japan, and it was deeply upsetting for the experience to end this way. There are many beautiful hotels in Japan, but service and hospitality are what make guests return and feel welcome. We did not feel that.