Hotel Oriental Express Fukuoka Tenjin

Response from the property

Thank you very much for staying at Hotel Oriental Express Fukuoka Tenjin. First of all, we are very pleased to receive your compliments regarding our location and convenience. However, we sincerely apologize for the unpleasant experience caused by the cleanliness of your room. We take your comments regarding the condition of the carpet and the odor in the bathroom very seriously, and we will strengthen and review our cleaning and inspection procedures accordingly. We also apologize that the service provided by our staff did not meet your expectations. We will continue working on improving the quality of our service, including staff training, so that all guests can enjoy a comfortable and stay with us. We sincerely appreciate your valuable feedback and will use it to improve both our services and facilities in order to provide a more satisfying experience for our guests. Thank you again for taking the time to share your comments with us. We hope to have the opportunity to welcome you again in the future. Hotel Oriental Express Fukuoka Tenjin Front Desk

Response from the property

Thank you very much for staying at Hotel Oriental Express Fukuoka Tenjin. We would also like to express our gratitude for taking the time to post such a thoughtful review. We are delighted to hear that your recent stay was a satisfying one, and we find this very rewarding. Our entire staff is committed to working hard every day to ensure that our valued guests enjoy an even more fulfilling and relaxing stay. We would be honored if you would choose our hotel again on your next visit to Fukuoka. Hotel Oriental Express Fukuoka Tenjin, Accommodations Department, Manager

Response from the property

Thank you very much for staying at Hotel Oriental Express Fukuoka Tenjin. We sincerely apologize for failing to meet your expectations during your recent stay. We take very seriously your concerns regarding the room amenities, cleanliness, air conditioning, unusual noises from the refrigerator, and the physical discomfort you experienced during your stay. In particular, regarding the mold in the bathroom and the air quality, we will thoroughly review our cleaning and inspection procedures to ensure we maintain a guest room environment where you can stay with peace of mind. We will also rigorously verify the maintenance of our air conditioning systems and humidifiers. Furthermore, we apologize for the inconvenience caused by the malfunctioning room key, as well as for your dissatisfaction with the amenities and room furnishings. We are deeply sorry that, despite your choice of our hotel based on its attractive location, your overall stay left you feeling disappointed. We take your valuable feedback to heart and are committed to doing our utmost to ensure that our hotel continues to meet your expectations. Thank you for your candid feedback.

Response from the property

Thank you very much for staying at Hotel Oriental Express Fukuoka Tenjin and for taking the time to share your feedback with us. We are very pleased to receive your compliments regarding our location and the service provided by our staff. However, we sincerely apologize for failing to meet your expectations regarding the cleanliness of your room, the breakfast offerings, and the return of the umbrella you left with us, which caused you inconvenience. Regarding housekeeping, we take it very seriously that we failed to thoroughly check every detail of your guest room, resulting in a situation where you had to clean the room yourself during your stay. We have shared this feedback with the housekeeping staff and their supervisor, and we will work to review our inspection procedures and improve the quality of our service. We also sincerely appreciate your valuable feedback regarding the variety of our breakfast menu. We will use this as a reference for future menu improvements so that guests staying multiple nights can also enjoy their meals. Furthermore, regarding the umbrella we held for you, we apologize for the inconvenience caused after you had already departed. We will re-examine our procedures for receiving and returning guest belongings and strive to prevent this from happening again. Thank you very much for sharing your candid feedback with us. We take your comments seriously and are committed to making improvements so that we can provide an even more comfortable stay for our guests. We sincerely look forward to welcoming you again. Hotel Oriental Express Fukuoka Tenjin Accommodations Department, Manager

Response from the property

Thank you very much for choosing to stay at Hotel Oriental Express Fukuoka Tenjin. We would also like to sincerely thank you for taking the time to share your valuable feedback and photos with us. We sincerely apologize for the inconvenience and discomfort you experienced due to the air conditioning and the cleanliness of your room. We also apologize for the inconvenience of having to move you to another room during your stay. Furthermore, we are truly sorry that you encountered a pest in your guest room. We take both your comments and the photos you shared very seriously. We will thoroughly inspect and clean our guest rooms, strengthen our pest control and hygiene management procedures, and take every possible measure to prevent this from happening again. We also appreciate your valuable feedback regarding the TV remote control. Your comments will be shared with the relevant team as we continue working to improve our services. Despite these issues, we are delighted to hear that you were pleased with our convenient location. We remain committed to providing a more comfortable stay for all of our guests. We sincerely hope to have the opportunity to welcome you back should your travels bring you to Fukuoka again. Hotel Oriental Express Fukuoka Tenjin General Manager, Accommodations Department