4/10 Poor
Matthew
Traveled with partner
May 30, 2024
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We asked this hotel for help prior to arrival to book car hire and Shinkansen tickets. We were told that our Visa card could not be accepted. When we arrived for our first stay at New Otani our Visa card was declined. We phoned the credit card, no block and they could see the attempt by New Otani to process. We returned after a few weeks and again at check in our Visa card was declined by New Otani.
So how come remotely I was able to make my own car hire and Shinkansen bookings, plus every other hotel we used in Japan, every restaurant we went to, every shopping outlet had no problem with our Visa card.
I would suggest New Otani is creating the problem and it is not us but we were made to feel bad and it was up to us to provide the solution.
The only other card we had was a debit card Mastercard which New Otani told us would not work as a debit card. It did work but this is like paying cash which meant we had to fuss about moving money across bank accounts.
No apologies or solution from New Otani. For a hotel chain this large I cannot fathom why they were simply unable to process a visa credit card.
FYI, I stayed at New Otani some years ago and used the same card, not a problem then
Matthew
Stayed 3 nights in May 2024