OMO5 Hakodate by Hoshino Resorts

This hotel didn’t provide ANY cleaning service to our room and treated us impolitely! The service of Japan is deteriorating. And the customer service of this hotel is particularly poor. We stayed in the hotel of 2 nights. On the 1st day we arrived late. On the 2nd day, we left the hotel in the morning and went to the Hakodate Morning Market for breakfast. Since we prepared to come back to home after breakfast, we stick the plate “Do disturb”. After breakfast, we came back to the hotel room first for a short rest and left again for site seeing. Before leaving the hotel room, I want to put a sticker on for requesting room service. But ridiculously there is no such a plate. Then we came down to the service counter and asked if there would be room cleaning service. The young guy answered affirmative so we left. At night, we come back to the hotel and wanted to have a hot shower. But then we found the used towels were not replaced and the rubbish bins were all still full! We knew that many Japan hotels would only provide minimal cleaning service, but at least not none! My wife then came down to counter for enquiry. The staff noted that their cleaning crew should have missed our room so apologised to us. Then we waited for a long while for the clean towels. And then the same staff came up and gave us towels. In the next day we got up a little bit late and wished to go to the Morning Market again for breakfast again but it seemed insufficient time for us to check out timely at 11:00 am. Then I asked a staff at counter whether she could do me a favour for waving us the charge for extension for an hour. But the staff replied us simply no. I said your hotel didn’t provide us the room cleaning service but so mean to customer for just a favour. She answered by Google Translate that they only provide brief cleaning service. I told her no any service had been provided, even removal of rubbish and replacement of towels. And then she said coz we had displayed the “Don’t Disturb” sign. It appeared that they had a system to record the reason for not doing service. But their cleaning crew would not revisit the gutsy rooms later. They also didn’t provide signs for requesting for service. The most terrible was the attitude of the staff. They didn’t think they had any responsibility for that and remained a poker face to customers! I told them that I’d give them a poor rating on web but they just expressed not care! What a hotel of so poor services! Total not acceptable! Staff in customer services are very poor in English. Moreover, on the 2nd night we booked 2 seats in hotel shuttle bus from the Ropeway station back to hotel but there coach didn’t arrive on time so we found our way to hotel. Very disappointed of this hotel.

Pretty good stay. The place is crowded of Chinese tourists so you cant really use the hot spring that much. Overall the hotel is pretty good!

Great Breakfast, nice onsen. Good environment