星野リゾート リゾナーレ大阪

Terrible room, cleanliness, and customer service

Our stay at Risonare was awful from start to finish. When we arrived they told us there would be a significant extra fee for our 1-year-old to stay with us (I was pretty sure we booked the reservation with a child included, but regardless, this is the only hotel out of 6 that we stayed at in Japan that charged extra for a child under 2 years old). The room was advertised as a 4-bed room but when we got to the room the 4th bed did not have sheets on it, and we were told there would be a charge for bedspread - again something I’ve never experienced at any hotel. We decided to roll with the punches & as we were getting ready to rest we noticed several stray hairs littered across the three beds. Needless to say, we were grossed out & reported it to the front desk. After a rude response, they said they would send someone up to change the bedspreads, & I stepped out to get milk for our baby while my wife waited for housekeeping. Three men showed up at the room & were very aggressive and accusatory with my wife, who showed them the unsanitary hairs and they reluctantly changed the sheets. The room, cleanliness, & customer service were so awful we decided we’d have to check out after night one of a three-nigh stay that we booked, which was the best decision we could have made. We are still fighting with them for a refund for night two and three, which is crazy to me - I would never make someone pay for services at my business after such a terrible experience. Huge disappointment.

2024年11月02日