APA Hotels & Resorts
Reviews and Complaints

Agoda Booking ID: [protected]

(APA Hotel Kyoto- Ekikita

Gary Horner

Feb 23 to Feb 27.

On my arrival at approximately 14:45, I parked my car in front of the restaurant and went into Reception. After checking in, I asked the people in Reception for information and advice on where to park my car over the following 4 days. Two staff promptly went on a laptop to research information. They handed me an A4 sheet of paper on which was the local area map and screen shots of the rates and conditions for car parks in the area close to the hotel (See attached document). We had a conversation about the daily rate and the location of the car parks. There were two car parks near the hotel. Car park (Number 1) was Yen 2,200 per day maximum and Car park 5 was Yen 1400 per day maximum. The comment made by the staff was that Car park 5 was better as it was cheaper. “ This one is OK!” I asked them to confirm the daily rate and they circled the Y1400 on the information sheet to confirm the price per day. You can see where they circled the price on the sheet.

When I moved the car to the car park from in front of the hotel, I returned to reception and told them where I had parked, pointing down the street and they confirmed that this was the car park in question (Y1400 / day).

Today (Feb 27), I went to the car at approximately 0730 to take the car out of the carpark and travel to my next destination. When I placed the ticket in the machine I was horrified to see the value Y43500 appear. I was expecting to see 4 days at Yen 1400 = Y5600 (maximum). This is the value I had been told by the hotel staff!

Over the next 3 hours I was continually asked to “please wait” while Iwao Yuko and subsequently Itai Yuki investigated this issue. I asked Iwao to contact the company. She told me after some time that the company said that the charge was correct. This fact completely contradicts the information that was written on the information sheet that the hotel staff had supplied incorrectly to me ( and probably other customers), that said a maximum charge of Y1400 per day. The hotel staff now know that the information that they have been giving to customers is out of date.

After 3 hours of me having to wait in the lobby, Iwao finally told me this through her translation function on her phone:

“We are the one who recommended it, but it is the customer’s responsibility to actually stop it. It is true that we are also at fault for conveying incorrect information. However, since this is what the customer did, we cannot pay the parking fee here. “

After waiting over 3 hours for this problem to NOT be resolved, the final cost for the parking was Y45,000.

I have been using APA hotels all over Japan for over 8 years, as has my sister and friends that we recommend your hotel chain to. We have always found them a very positive experience. I lived and worked as a teacher of Chemistry in Nagoya for 6 years and have many, many hundreds of friends and professional colleagues who still work in Japan. I have a strong presence online and many followers who like to see where I travel, photos etc.

When a tourist visits Japan and cannot speak or read the language, the only source of information (in this case) that they rely on (when it involves money), is the information given to them by the hotel. The hotel staff offered this incorrect information to me, convincing me that this information was true and correct. As Iwao has stated “ It is true that we are also at fault for conveying incorrect information”.

The fault is solely with the hotel staff. Why would I stay at an APA hotel to save money and receive a budget price ( in this case Y 11,863 per night) and then knowingly pay Y11,250 per day for parking ?

I seek compensation for the difference between the 4 days at Y1400 (Y5600) as told to me verbally and in writing by the hotel staff (numerous times) and the amount that I finally had to pay to get my car released (Y45000)- See attached receipt. This is a value of Y39,400.

I have a Japan post account that will simplify the transfer of these funds.

Thank you for your consideration of my letter.

There is one person that speaks English works at APA Hotel Ueno Ekimae, whom I find was extremely rude. He does not have any customer service etiquette.

He has refused hotel customer taking bottle water from the lobby which they are free for customers of that hotel; and his tone to a customer has been very rude which does not reflect any Japanese culture, resulting to a negative image for the hotel.

I have been staying in that hotel for the 2nd time and has make me wonder if I want to stay at the same location coming year. My first visit staying at that location was very pleasant, however, this time was otherwise.

I hope APA hotel would coach the employee who treats customer not in a proper way of sop. (standard of operation)

Beside the water bottle issue, anytime with a question that he would give a very negative tone reply. That is a very unfortunate incident for any customer to experience.

I hope APA hotel Cooperation will look into this matter and rectify any issue may cause for their hotel...

Sincerely.

Customer

私は2023年5月13日から2023年5月18日まで御堂筋本町駅のアパホテルに宿泊しましたが、滞在中に娘と二人で虫に刺されましたが、後で同僚に報告しましたが、あなたは謝らなかっただけでなく、はぐらかしたこともありました。責任を負い、あなたのホテルには非常に残念です。このことをソーシャルプラットフォームに反映させます

We my wife and her mom went for Sunday mothers day breakfast. All I knew is there was reservations by my wife. We show up with her mom walk in and see the sing saying buffet 23.00 wonderful we said. We had bacon eggs coffee tea water. Food was so so soggy bread on the benny powdered eggs nothing fancy. When the bill came me wife shows me 180 for 3 of us and sugested we drop off her mom and come back so we did. The bill was totaled at 245.00 for 3 people. Approaching the manager about an explanation she said thats the 11:30 buffet I said sign even says it. She said that ends at 11:00 the 11:30 is different. She then said to me that we knew about all the pricing and auto tip. My wife put in her own tip and it was added on without knowledge. I gave up with that manager went to front desk and was told to go back to that manager. I then asked for the hotel manager she said no I don't his card I asked for her to write down the info to contact on monday she said no go deal with the bar manager that was not helpful. I then went back after I called and asked for a total breakdown and the auto tipping percentages I did not get. I was accused of knowing all that was being done and the double tipping and I should of read the menu that I new got. Then I asked for at least the double tip to be reversed or voided as a start and no one could do any thing. Then the other manager told me I was Irate and called the police and security they stood there as I continued not seeing an issue. I am currently still waiting for a phone call and the accusations and horrible way of dealing with it on mothers day. [protected] Marc

To whom it may concern

Dear Sir/Madam,

Re : Hitting on hotel glass door accident (lost of teeth) - 13 Feb 2023

My hubby’s name is WONG PUI SHING …..(passport no: [edited]) and lodging in your APA Hotel Karuizawa Hotel during the period between Feb 11 To Feb 16 at Room 267

I am writing to report and put your hotel on notice of the subject accident occurred to my hubby around 10:40am this morning ( on Feb 13)

Due to the improper function of your facilities, My hubby ( WONG PUI SHING) have accidentally knocked onto the glass door located at on ground floor of your hotel and was seriously injured. His lips and nose get hurt and keep bleeding as the glass door doesn’t function well.

Due to the accident, I have broken a teeth and have to urgently seek emergency treatment from hospital to carry out an urgent surveyor/operation. Attached please found the photos. ( the google map is what your staff provide me but there are no dentist there to serve our case and we need to go another hospital to solve our issue)

Two of your staffs know the case and even when I asked if there is any water for him, you staff told me that there is no water in hotel. It is unbelievable and how come no water is able to be served in hotel?

Due to the injury, we have spent whole day in the hospital and didn’t go anything for sightseeing , it wastes my holiday!

We also need to go back Hong Kong to repair the teeth / even change a new teeth per today doctor saying. Due to the injury, we have spent whole day in the hospital and didn’t go anything for sightseeing , it wastes my holiday!

I am writing hereby to officially reserve my rights to claim against your hotel for the compensation for the injury- related damages I suffered because of your hotel negligence. Those damage/ cost includes but not limited to medical bills in Japan , transportation and other associated expenses incurred.

I suggest your hotel to notify your liability insurance company immediately and look forward to hearing from you about your settlement proposal. Also, I shall construct and submit my settlement request after proper consultation with legal advice at a later stage.

I am very dissatisfied for the service and experience spent in your hotel .Thanks for your attention. Please acknowledge the receipt by return and looking forward to hearing from you.

Hello, my name is Judah Duncan me and my wife are from the US and we ar staying in APA Hotel Shinjuku Kabukicho Chuo, 新宿区. yesterday (January 10, 2023) , the cleaning staff stole my Apple AirPods from my room ( 406)I reported it to the front desk this morning- January 11-23), they did nothing but ignored me. Your staff stole from me we checked out yesterday. I have attached screenshots of the my device and the location. I will let others know on social media my horrible experience.

Judah Duncan email: [protected]@gmail.com

Sent from my iPhone

My groups just stayed last night must stay 4 nights which very upset because our rooms very old, be stuffy and bad spring bed that also fill back pain.
The rooms are totally different from the agoda website and hotel website.
The rest room has high step to take a shower which my mother post operative of surgery, she cannot step up by herself.
My groups want to complaint and would like to change to new room still remain 3 nights 5 rooms.