jix

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.

SP03

I'm not sure if the hotel is obligated to provide CCTV footage. Seems like a terrible situation. If he had asked for some competition, maybe he could've gotten some.

jix

Yeah CCTV goes too far, it's not a police investigation so there's no point of hotel in providing that. Naming the employee is also not necessary as long as they perform the proper staff training. I'm just puzzled by the management's response in handling the situation to the guest (or the lack of), perhaps one should just expect Moxy Tokyo at the level of APA/MyStays instead of part of the international Marriott group when things go wrong.

barracuda93

That's a definite pro. Should consider booking it once

SP03

Maybe I was totally oblivious. I did not see any activities in the surrounding area. The location is fairly convenient and I had a great stay there.

oliver2002

There are quite a few establishments between the hotel and the station, but you wouldn't notice if you didn't know. The sign boards gave it away. As NewbieRunner said, we liked it there. The breakfast was OKish, but I gladly accepted the freebie in an expensive city like TYO. The kitchen/pantry/eating area was great in the evenings to consume the food we bought at the station. You are free to use the plates/dishes/silverware, have unlimited water to drink and can reheat the food in the microwave. No awkward eating in the room. We liked the price and the relaxed athmosphere. When we were there in April, it was about 1/3 families, 1/3 baby boomers and the rest 'millenials'. So much for the target demographic.

nexusCFX

I can see how the price attracts both families and millennials. I'll be staying at this hotel for 3 nights at the end of the month, entirely due to my three travel companions balking at an extra $300 each to spend those three nights at Conrad Tokyo on a FHR third night free rate, which I thought was an absolutely phenomenal deal even without the FHR amenities. For price-consious travellers, it's hard to argue with $125 a night for a room with two beds.

SP03

I stayed there for one night when I arrived late and was leaving early. It was perfect for that. It's not a hotel I would want to actually spend time in the room.

It's basically a hipper version of a Japanese business hotel with an international chain brand.

nexusCFX

Yeah, I don't expect to spend much time in the room except to sleep. My companions didn't heed my warning that a limited service hotel would not be useful in securing reservations for food and events ahead of time, which has already presented problems.

SP03

I do love the whole concept though. Everything was just so Japanese cute.

Btw, I love the Conrad. Their Japanese breakfast was amazing

NewbieRunner

You may not notice those establishments during the day unless you look at the sign boards. They are more noticeable in the evenings especially on Friday nights. If you look at the Google map I posted earlier and wonder why anyone should take a detour and walk along the parallel street marked with grey dots, that street is devoid of dubious establishments.

SP03

What kind of signs indicate red light establishments in Japan? I walked on that red dotted street a few times, and never noticed anything unusual

stvr

Very well said. This was my reaction exactly.

It's got that stripped-down, just-need-a-place-from-11-to-8 Japanese business feel, mixed in with a bevy of hipness from a brand consultancy, mixed in with American chain brand standards.

oliver2002

Just like everything in Japan it is rather discrete. Go on google street view and look at the sign boards right opposite the Moxy:
'European Club Red Square: Love is a many splendored thing'
'Secret Garden'
'Ronly Woman'

htb

And once it's getting dark, look at the people standing in the street. They are very discrete and won't bother the obvious tourist (way to much trouble with them, anyway), but just standing in the street by itself is odd already. I've observed the activities for about 20 minutes and only one "customer" (completely drunk, and had to be dragged in by two women).

HTB.