Matsunoyama Onsen

I booked through Expedia for 2 adults and 2 children, and Expedia offered and confirmed a Twin Room for all four guests. After arriving and experiencing the room, I checked the listing again and found it described as “Sleeps 4” with “2 Single Beds.” In practice, with four people and normal travel luggage inside, there was insufficient clear floor space for normal movement. We had to move luggage around simply to get between the beds, entrance and bathroom, and a normal-sized suitcase could not be fully opened on the floor without extending onto a bed. My issue is not simply that the room was small. Expedia specifically offered and confirmed it for four people, yet the practical sleeping arrangement was not clear. “Sleeps 4” alongside “2 Single Beds” should explain how four guests are actually expected to sleep. I also found that the room-size information shown during room selection is not retained in the confirmation email or normal post-booking details, so I had to perform a new search to find it again. Expedia’s initial response was that the dimensions had been shown before booking, but that does not answer the central issue: why was this room presented as suitable for four guests, and what sleeping arrangement was intended? I have submitted a formal complaint requesting a proportionate partial refund and a review of the listing.

The room was freezing.