Interesting incident recently on staff training. The hotel's handling of the issue is really subpar and terrible especially to an elite member. I'm also surprised he didn't ask for comp room or points but rather just want hotel to explain the wrongdoing and provide cctv footage.
Link, scroll down for English, also on tripadvisor:
https://cpediablog.wordpress.com/2018/07/29/東京住宿驚魂記
Summary
A platinum member booked 2 rooms for himself and mother during layover, used mobile check-in and when arrived at hotel 11am the rooms are not ready. He asked to complete paperwork for both rooms and then come back to pick up room keys after 3pm. Things went fine afterwards until 2am where his mother claimed someone opened the door and attempted to enter. Due to the chain-lock the door was not opened fully and she heard the person trying to forcifully bump the door open, she shouted to ask who it is and then the person did not answer and quickly disappeared. The mother then contacted the platinum member and they called the front desk who apologized and promised to look into it. The next day the hotel (duty?) manager claimed he was on shift all night and did not get any call. Hotel said that due to the early check-in paperwork the system did not properly allocate the rooms to be occupied and hence the hotel staff was checking the rooms overnight. With platinum breakfast already being an amenity, they want to offer coffee as gesture of compensation. The member didn't ask for compensation (but supposedly paid near 20k JPY per night per room) due to rush to go to airport, and had a few more email subsequently with the hotel manager who basically just apologized on the experience and will provide feedback to hotel team.