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I would like to formally raise a complaint regarding my recent stay at your hotel. When I arrived to check in on March 13, I was informed by the reception staff that there were no key cards available to access the rooms. As a result, I was forced to wait for approximately one hour at the reception before I could complete the check-in process. Considering it was already very late at night, this situation was extremely inconvenient and frustrating. At that time, I asked whether I could cancel the reservation due to the issue. However, I was told that cancellation was not possible because I had already completed the online check-in. What disappointed me even more was the explanation I received from the staff member, who stated that the situation was “not my responsibility.” From a customer perspective, I believe such a comment does not appropriately reflect the level of service or reputation a hotel should maintain. Furthermore, I was informed that the matter would be handed over to the staff during check-out and that a discount would be considered as compensation. However, when I checked out, there was no handover or record of the issue. The staff appeared to be completely unaware of the situation until I explained it again. Only after I raised the complaint was I offered a 15% discount, which was presented in a very casual manner. Overall, this experience was extremely disappointing and far below the level of service I would normally expect from a hotel.

ロビーは少し古い感じがしましたが、お部屋はリノベ済みでモダンで快適でした。 また朝食ブュッフェも品揃え良く美味しかったです。スタッフの方々も皆さんとても感じが良かったと思います。