The hotel is perfectly situated for travelling around Tokyo located on undergeound passage immediately beside Sinjuku Station. However there seems to be a miscommunication link between third-padrty agencies auch as Expedia and the hotels in Japan, in particular when booking a room as a family and the definition of children. Expedia accepts booking one room to accommodate children up to a certain age. For example in my case 2 adults and 2 children ages 16 and 13. Meanwhile Japanese hotels only receive booking info of 2 adults and 2 children, and classify children up to 5 or 6 years old assuming families would share two twin beds with the children.
So when I arrived to check in I had no choice but to pay for another room given the point in time and place, cancellation policies, availability of larger rooms, thir-party relationships with Expedia, etc.
Needless to say my family and I were not happy at all nor impressed with having no other option but to double our hotel costs on the spot. Nor did the hotel have any ability to see or care about this situation from a customer experience or perspective. There was also a discrepancy between what Expedia promoted as VIP status perks and what the hotel was willing to offer. Expedia said my status would allow a room upgrade. Rooms were available but the hotel offered different VIP perks. Contact me for more clarification and resolution options for this very disappointing experience.
Air conditioning
