I booked a 3-night stay at Hotel Metropolitan Edmont Tokyo via Hotels.com for myself and my two children, clearly indicating the number of guests at the time of booking. The total price confirmed was ¥91,000 for all three nights.
Upon check-in, the hotel claimed there was an issue with the booking and initially demanded an additional ¥30,000. Confused but willing to understand the discrepancy, I asked for clarification. After a long and frustrating back-and-forth, they then escalated the charge to a staggering ¥120,000 extra — more than double the original booking price!
Their reasoning? That my children were additional guests — despite the fact that they were listed in the booking and sharing the same room. This was clearly a failure or manipulation on the hotel’s part, not mine. Instead of resolving it professionally, they tried to pressure me into paying a completely unjustifiable surcharge.
While the staff were polite in manner, they were completely unwilling to address or acknowledge any issue with the pricing. Their attitude felt dismissive, and no real effort was made to find a fair solution.
In the end, I was forced to pay a total of ¥168,851 for 3 nights in a hotel that simply did not warrant that price. It might have been easier to accept if the hotel lived up to that standard, but it didn’t come close.