Name: Mimaru Tokyo Hatchobori
Rating: 5

- onthebeach.ie

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Good for Kids

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2022 Holidays

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Near the Beach

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Mimaru Tokyo Hatchobori

I booked a Pokémon-themed room on their website for myself, my husband, and our three children (ages 10 and 7-year-old twins). Upon arrival, we were informed by Risa that we couldn’t stay in the room because our party exceeded the allowed number of occupants. I explained that I had booked the room without any issues and showed the confirmation. The staff member stated that their policy considers children aged 6 and under as “children,” while those older than six are regarded as “adults,” and the room could only accommodate five adults. I pointed out that this information was not included in my email confirmation, but she claimed it was on their website in the fine print.

When I asked about our options, she said we could either upgrade to a more expensive room or my husband and I would need to book a separate room at the hotel next door. My husband ended up booking a room at the neighboring hotel and stayed there.

In the middle of the night, we received an email asking if my husband had booked another room. He confirmed this and forwarded the booking confirmation.

The next day, when I went downstairs to pick up a food delivery, I discovered my key had stopped working. The same staff member, Risa, was there. When I asked why my key wasn’t working, she told me, “There was a problem, and you can only have one key.” Confused, I asked for clarification. She explained that since my husband wasn’t staying at the hotel, he couldn’t have a key and had to leave no later than 10 p.m. I asked where this policy was documented, but she couldn’t provide any information.

I then sent an email requesting to shorten my reservation by one day due to these issues. The same woman (who had been extremely rude for the past two days) replied. Though I can’t be 100% sure it was her, it seemed like it was. She claimed it was my fault for not reading the fine print and mentioned that the building had cameras to ensure my husband left by 10 p.m.

I feel like this hotel is a scam. Why allow me to book the room for my correct number of guests, only to inform me upon arrival that it wasn’t permitted? Suggesting my husband stay at a different hotel seemed very shady and inappropriate.

I asked to speak to a manager, but I was told none were available. I requested a manager to call or speak with me, but this didn’t happen until we were literally leaving for the other hotel. The manager, Surah, said he tried to call us that morning in the room, but we had been out exploring. He claimed he had only just been made aware of the situation. I asked why he hadn’t been notified earlier, as this issue had been ongoing for three days. There were many ways to contact me: my cell phone, email, or text. The staff had no problem emailing us to harass us about my husband’s booking at another hotel, but somehow couldn’t contact me about resolving this issue?

As we were getting into our cars to leave, Surah finally offered to move us to a 6-person room for one night. This was incredibly disrespectful — why wasn’t this option offered on the first day? The only solutions given initially were to pay more money or have my husband stay at a different hotel.

The only positive aspect was that the room was cute (though it could use some touch-ups), and my kids loved it. However, they were stressed and upset because their father wasn’t with us.

Thank you for making my first three days in Tokyo stressful and unpleasant. Please teach your staff proper manners, especially Risa.

Can I give it zero stars??

We had a Pokemon Family room.
It was very big room, very nicely decorated (my kids loved it).

Staff was always very helpful and kind.

 Hotel is perfectly situated in Tokyo, lots of restaurants in the area and you can access many of the most famous areas of Tokyo walking or by metro. It's very close to Tokyo station.

It was a great experience and we'll definitely look at this hotel again on our next trip to Tokyo.

Great hotel in a superb location

Hotel was excellent. We checked in after hours and it was very easy. Room is great. Quiet. It has traditional windows but behind them in a block out blind so you can get rest. Good location and easy walk to station and great if you go to Disney as the train is fast avoidance Tokyo.

Great family room

We stayed in a family apartment and the kids liked the bunkbeds. Even our 5'7" teenage son fit without a problem. Everyone at the front desk was really nice. The hotel had everything we needed. If I could go back, though, I'd pick the Ginza location instead. If you're looking for something near Kyoto station, this is a good pick.

Mimaru Tokyo Hatchobori

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