- Liked: Cleanliness
- Disliked: Property conditions & facilities
My reservation was for March 13. They closed most of their facilities on March 2 yet they never informed me (with 11 days until I arrived) that they had shut down half of their hotel because of Coronavirus. I understand why they closed their facilities, yet they surprised me with the information after I had already checked in. I stay at this property every time I’m in Japan and it is not cheap. The price I pay is not only for the room. It is for the fitness center, the pool, the buffet, etc. None of these facilities that I already paid for were available when I checked in. They did not offer anything to me to make up for the fact that I couldn’t use the facilities that I paid for. They wouldn’t give me late check out, they wouldn’t let me stay for tea time, they didn’t offer a room upgrade. Nothing. They just said everything is closed and that’s it. They set a reopening date of March 15 for the facilities which is the day after I stayed there. If they would have informed me about the closures in advance I could have rescheduled my booking to a date after March 15. I was extremely disappointed in how they handled the situation and I got very poor value for my money. This used to be my favorite hotel.