We were late in checking out (check out time is at 11am) and at around 11:14 the receptionist called and we told her we were coming down in ~5 min. We went down to the reception at around 11:22 and were told we had to pay a one hour extension fee of 1000 yen. We were quite surprised as we were never informed of this during our stay and when the receptionist called she didn’t mentioned this either and we were under the impression that everything was fine if we just rushed down. We have stayed in many Japanese hotels throughout the years (including other Daiwa branches) and had on occasion checked out ~10-25 min late and had never had this happening. Obviously it was our fault for being late and we were happy paying the extension fee. However, if the hotel had strict check out timings it should inform the guests at the very start and we would have taken extra care to be down before 11. More importantly, when the receptionist called us to tell us to come down, she never mentioned we were going to get charged. Basically she rushed us out and charged us for a whole extra hour, when we asked if we could pay for half an hour since we were late for 20 something minutes she said no. Why kicking guests out at 20 something minutes when they are being charged for an additional hour? This is very unacceptable and we felt like the hotel was taking advantage of the situation to squeeze an extra dime out of us. Either you are more flexible in checking out times like the other Japanese hotels we stayed at or if you are going to be very strict with your cut off times you inform guests up front and if they are already going to be charged an one hour extension fee tell them they could stay till 12 instead of kicking them out at 20 something minutes. We emailed the hotel afterwards but the hotel replied twisting facts such as the receptionist spoke to us earlier at 11:08 (the phone rang but when we picked up it was hung up immediately) and that we arrived at the reception at 11:30 (I had the receipt of the payment of the extension fee with the time stamp of 11:26, and by that point we had already been talking with the receptionist for a while). We had no problem paying the 1000 yen but it is the whole experience and how we were treated that left a bitter taste in our mouth. Up until now Daiwa had been one of my favourite hotel chains in Japan and after this I’m never staying at another Daiwa again. We were going to book Daiwa again at other locations on this trip but booked other chains instead. What a way to lose a loyal customer and the many more nights of revenue we were going to bring to Daiwa in the future!
Response from the property
Dear Guest,
Thank you very much for taking the time to share such detailed feedback regarding your recent stay with us.
First and foremost, we sincerely apologize for the frustration and disappointment you experienced during the check-out process. We fully understand that your concern was not simply about the ¥1,000 extension fee, but rather about how the situation was communicated and handled by our staff.
We acknowledge that you were aware that you had checked out after the scheduled check-out time, and we appreciate your understanding regarding the applicable extension fee. However, we deeply regret that our staff did not clearly explain the fee when contacting you and that we were unable to provide you with sufficient information regarding our check-out policy during your stay. We also understand your concern that, after being charged for an additional hour, you were nevertheless asked to leave before the end of that hour. We recognize how this could have made the situation feel unfair and unpleasant.
We are also very sorry that our subsequent communication regarding the timing of the telephone call and your arrival at the front desk did not correspond with your recollection and records. Regardless of the details, we should have made every effort to listen carefully to your concerns and provide a clear and courteous explanation rather than leaving you feeling that your experience had been dismissed.
Your comments regarding advance communication, staff coordination, and the manner in which our policies are explained to guests are valuable. We will review this incident with the relevant staff and work to improve both our check-out procedures and the way such information is communicated to our guests.
We are particularly sorry to learn that, after having stayed at Daiwa Roynet Hotels in the past and considering our brand one of your favorite hotel chains in Japan, this experience has affected your impression of us so negatively. We sincerely regret that we were unable to provide the level of service you had come to expect from Daiwa Roynet Hotels.
Thank you again for sharing your experience with us. We will take your feedback seriously and use it to improve our service so that similar situations do not occur in the future.
Sincerely,
Daiwa Roynet Hotel Himeji
General Manager