AuroraBorealisMiracle
November 14, 2025
Unfortunately, cannot recommend this hotel due to obvious challenges with the customer service.
I'll start with the positive moments. The hotel is situated 500 meters from Namba Train station, which is very convinient. Additionally, there is a metro station just outside the hotel. The Hotel is only 5 minutes away from the heart of Shinsaibashi - the ever-awake district of Osaka - yet the area around the hotel is relatively calm.
That's all for the positive side of this Hotel
Now about the challenges
1. The Front office presonnel have clearly low competences. When I arrived on Nov, 9 (around 19-20:00) and provided my passoprt, which looks like many other passports, it took 15 minutes to complete check-in procedures. The manager could not find my booking and kept confusing the data written in the passport (which is all in English), then another manager came, and they tried to find my booking again and again but in vain. Even the booking reference number could not make things better. Then I received the documents for 2 people with the question "who is the other person?" Finally, everything was resolved, but I was already quite irritated
2. When I entered my room 618, I was shocked as I did not expect such a mess from a Japanese hotel. There were coffee / tea stains on the board and a human nail on the floor (see photo). I immediately went down to reception and asked for the front office shift manager. The manager went with me to the room and said he had no idea how it happened. He offered me a new room but then gave me the most incompetent customer treatment. The manager offered me the next door room 620. What could go wrong? The manager could have assumed there were cleaning problems on that floor and offered a room on another floor, but he did not do that. And what was the result? As a result, there was trash on the floor in room 620. The manager looked so pathetic that I didn’t really scold him because I understood that he was helpless by nature. Things only got worse from there. I've never encountered such unprofessional customer service. The manager asked me to wait in the hallway on the floor while he sorted out the problem. So here I am, standing there alone with my suitcases for 10 minutes. Realizing how badly the manager screwed up, he could have offered me coffee or tea in the restaurant while he sorted it out. But he didn't, because he lacked basic relationship competences. Instead, he left me alone in the hallway. Finally, he came running with the keys to a new room, which looked more or less acceptable. The only thing he could do was apologize, bow, like Japanese person (although he was Indian, so it looked like even more pathetic) and promise to hand over the case to cleaning service.
Dear Koko Hotel Osaka Namba Sennichimae Management, your reception personnel is the face your customers see when they enter your hotel for the first time. I must admit that face looks very unpleasant from the start. You can still do something about it or leave it as it is.
