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3 - 8 of 32 reviews
Reviewed 12 November 2017 via mobile

I’ve been VERY VERY disappointed for the hotel. It’s my worst hotel experience ever. I deliberately booked it from 11 to 24 Nov, because I flew from Sydney to Tokyo overnight and got to the hotel at 6am of 12 Nov. The booking was made a week in advance through booking.com and all confirmed. But when I arrived at the hotel at 6am on 12 Nov after a 10-hour flight, the receptionist told me 1)the hotel was fully booked, 2) my booking has been canceled, 3)I could only check in from 3pm that day the earliest, without any apologies. He said my booking was canceled because he emailed me at 7pm of 11 Nov and 1am of 12 Nov to ask my check-in time and he didn’t get reply. Of course he didn’t because I was on a plane.

1. Such situation (canceling a confirmed booking through last minute email) never happened to me. The customer was on the plane to the country and how I supposed to check email??
2. I have left my phone number through booking.com. For cancelling the customer’s booking last minute so they can sell the room to someone else (which is wrong anyway), the hotel should CALL and LEAVE message instead of sending email.
3. When I requested the receptionist to check me in as early as possible on 12 Nov, such as 12pm, he requested me to pay additional hourly rate instead of trying to help me out due to their mistakes.

It ended up I could only leave my luggage at the receptionist, and came back at 3pm of the day to check it. He told me no place in the hotel for me to at least have a shower.

I’m sharing this and hope no one else will have this bad experience like me.

Annie

Stayed: November 2017, travelled solo
1  Thank Girlloveholiday
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
アパホテル御茶ノ水駅北, ホテル名 at APA Hotel Ochanomizu Eki Kita, responded to this reviewResponded 23 November 2017

Thank you for choosing APA hotel <Ochanomizu-Ekikita>.

We sincerly appologize for the inconvenience you experienced at our hotel.

We sent you an email asking about your arrival time on Wednesday, November 8th.
However, we didn't get any reply from you. Then, we again sent you two emails at 7 a.m. on Saturday, November 11th and at 1 a.m. on Sunday, November 12th.

In the case when the guest does not appear by 10 p.m. without an advance notice (when the time of arrival is specified beforehand, it shall be 2 hours after that hour, 0:00 a.m. to the limit),we may regard the reservation as being cancelled by the guest.

We could have contacted with you before your departure.

We do appologize for that you had to wait until 3 p.m. even though you were very tired from the long flight.

We would make every efforts to prevent this kind of trouble by having more prompt and precise communication with our guests.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 April 2017 via mobile

I stayed here with a friend for 3 nights and was quite happy with the overall experience. Although we arrived late at night (1.30am), someone was still there at the counter to great us and get us checked in. Finding the place was quite easy - we came out to the Ochonomizu station, took a right, took a right after 2 traffic stops and could see the place. Room was quite small but it served its purpose. Overall, a nice place to stay in Tokyo!

Stayed: April 2017
Thank Nadiasuchen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 7 April 2017

Thank you for your review and even more for your stay with us.What a great feedback we have received here, thank you so much for valuable comment.Even if your arrival is delayed, staff will be happy to respond at any time if you can contact us. We are sorry to trouble you, but we have received a call when 2 hours have passed since the scheduled arrival time and 12 o'clock in the middle of the night. Also, the hotel is near Ochanomizu Station 2 station from Tokyo Station, about 5 minutes walk from Ochanomizu Station. In addition, it takes about 90 minutes from Narita Airport and it is comfortable as it requires only one transfer. Please feel free to come to the reception desk as staff will be happy to respond at any time if there is something in trouble. Thank you very much for your contribution during your busy schedule. We are waiting for your staying again from the same staff.Clerk:Kondo

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Reviewed yesterday
Google Translation

  • Stayed: August 2018, travelled solo
    • Rooms
    • Cleanliness
    • Service
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
アパホテル御茶ノ水駅北, フロント at APA Hotel Ochanomizu Eki Kita, responded to this reviewResponded yesterday
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Reviewed 8 July 2018 via mobile
Google Translation

Stayed: July 2018, travelled solo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
アパホテル御茶ノ水駅北, フロント 若狭 at APA Hotel Ochanomizu Eki Kita, responded to this reviewResponded 8 July 2018
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Reviewed 21 February 2018
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  • Stayed: February 2018, travelled on business
    • Location
    • Rooms
    • Service
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
アパホテル御茶ノ水駅北, フロント at APA Hotel Ochanomizu Eki Kita, responded to this reviewResponded 22 February 2018
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