Best Western Properties in Tokyo

I am writing to formally express my deep disappointment regarding the treatment my family and I received during our stay at your property on August 7, 2025. We stayed in two rooms, one of which we checked out before 11:00 AM. As we were finalizing our departure with two young children and multiple pieces of luggage, we encountered behavior from two female staff members, including the on-duty manager, that was not only unhelpful but outright disrespectful. Due to the hotel having already taken our key cards, we needed to send one of the children down to bring an adult back up to assist with the luggage. While waiting for the elevator, both female staff members observed the situation yet chose not to offer any assistance. Instead, the manager addressed us in a rude and threatening tone, warning us that if all of us weren’t downstairs within five minutes, we would be charged for another day. While we fully understand and respect your policies regarding checkout times, it was the manner in which the message was delivered — with hostility and condescension — that we found highly inappropriate. Worse still, the staff members exchanged looks, laughed, and spoke in Japanese while we struggled with our belongings — behavior that made us feel disrespected and unwelcome. When we attempted to retrieve items from the luggage storage room, one of the women pretended not to understand us or simply refused to help. Her dismissive attitude was unacceptable. As paying guests, we expected at least basic courtesy, if not the renowned hospitality that Japan is famous for. When I asked for her name to file a review, she raised her voice and refused to provide it, claiming she was the manager. I informed her I would be reporting this interaction along with the date and time so that it could be properly addressed. As we exited the hotel, we could still hear loud laughter behind us from these two staff members. To be fair, I must commend the male staff and a helpful female staff member from August 4 (around 4:00 PM), who kindly assisted us in finding a clinic for our sick child. Their professionalism was appreciated. That said, the negative behavior from the manager on August 7 has unfortunately overshadowed our entire experience. I strongly urge Best Western to review its staff training and address the conduct of these two individuals to prevent this from happening to future guests.

Great great location tiny rooms. Check out 10 am check-in 3 pm. Hotel rules are very rigid in Japan so don’t expect any flexibility with those times and the rooms are small so be aware of that but overall the best part about this hotel is the location.