Originally Posted by bmwe92fan

I'm not shocked at all - this is just how things are done in Japan and it makes sense to the Japanese owners to do it this way... Having lived there now for several years I cant totally understand why this happens lol...

They were right to tell the OP to call the hotel - that's the right way to guarantee that you will get what you want. Corporate will tell you it's not guaranteed because in truth they honestly can't guarantee it - but I have never had an issue calling the hotel directly and requesting non-smoking rooms for guests and getting it - especially with 5-star international hotels. Once one realizes that things are managed differently in Japan it gets easier. Most hotels are managed via a JV or partnership and corporate can ask - but not dictate - that things are done a certain way. In Japan today the smoking rate is still incredibly high (and the majority of tourists from Asia also have incredibly high smoking rates) - and despite all of the tourism the vast majority of room bookings are not from western tourists seeking US level standards...

I don't like it either but it's a simple phone call - and all will be well...