Stayed here last Fri night. Hard product is nice (great shower, and room lighting is on point) but service is lacking. Used 85k cert +7k points with an SNA for a Nijo Suite.

They couldn't provide a 4pm late checkout when I checked in at 4pm on Friday, claiming occupancy. Could only do something like 1pm, even after I offered to switch to a normal room. Told me they would let me know if anything changed. Their hotel information printout that is provided at check in mentions late checkout for Plat+ is subject to availability. Huge contrast to even the Moxy Kyoto where their Elite printout says that Late checkout is 4pm.

Messaged me at 9pm via the app saying that I can stay until 4pm if I switched rooms. Had to clarify with them that they were talking about switching in the morning. Go down after breakfast at like 10:30 the next morning with my bags packed to switch rooms, and they had me wait in the checkout "line" even after clarifying that I just needed to pick up new keys for the room switch. After maybe 10 mins they finally get to me to let me know that a new room was not ready yet and asked that I wait 10 more minutes. I then ask if I can leave my bags with them and pick up keys when I returned. They accepted that.

I would have expected:

• Late checkout guaranteed (different room would have been fine).
• Offer to move my bags directly from my suite to the new room.
• Just pickup keys upon my return and not have to go down to the front desk to switch myself. Or even deliver the keys in the morning?

Even Marriott Melbourne was able to do that room+keys thing for me last year.

Breakfast wasn't particularly strong. Not bad, just not a highlight.