The Westin Yokohama

This hotel boasts an excellent location, just under a five-minute walk from the subway station, with plenty of dining options and convenience stores nearby. The front desk staff were very friendly and helpful; both check-in and check-out processes were incredibly efficient, and they even proactively offered recommendations for local attractions. The room was spotless and well-maintained, the bed was very comfortable, and the soundproofing was excellent – I barely heard any noise from the corridor. The breakfast spread was extensive, offering both Chinese and Western options, and the quality surprisingly exceeded my expectations. Overall, it offers excellent value for money, and I would definitely stay here again on my next visit.

The front desk service was appalling. Despite checking in at a reasonable hour, not late at night, there was only one staff member on duty. I waited for half an an hour, and the previous guest hadn't even finished checking in when a second staff member *finally* appeared to assist me. This was an incredibly frustrating experience. The abysmal standard of service at the front desk completely ruined my expectations for this hotel. Their efficiency was the absolute lowest I've ever encountered at any hotel.

The hotel's location is great, just a ten-minute walk to the beach and shopping district. As with most Japanese hotels, it's very clean. The room was surprisingly spacious, offering much better value for money than similarly sized rooms in Tokyo.

The road noise at night was incredibly loud; I don't understand how the soundproofing could be so poor. The bed was too soft and the pillows too high, leading to a very uncomfortable sleep. The front desk staff I encountered had poor English, making communication quite challenging. I requested children's slippers and toothbrushes, but they sent several adult-sized ones instead, which were simply left piled outside our door when we weren't in. We even had to wait half an hour for a pair of chopsticks one evening. The only upside was that the facilities seemed relatively new, but everything else was at least a 10-minute walk away. Only a Lawson convenience store was somewhat close, about a five-minute walk. I definitely won't be coming back.

First and foremost, this was the worst hotel experience we've had in Japan. We booked a Club Room, which, as advertised, included Executive Lounge access and breakfast. However, wanting a more substantial breakfast, we also purchased breakfast at the Western restaurant when making our reservation. Ridiculously, when we arrived at the Western restaurant for breakfast, the front desk couldn't find our room number in their system and simply told us to go to the Executive Lounge instead. I'm truly baffled as to how your booking center communicates with the front desk and the restaurant. Such a basic error is utterly frustrating. Secondly, regarding the deposit upon checkout: we used a credit card pre-authorization. More than twenty days later, after contacting our bank, we discovered that your hotel had not cancelled it at all. It was only after a second communication with your team that the issue was finally resolved. To top it all off, the housekeeping staff even left a dirty dusting cloth on our counter after cleaning the room. Your establishment is truly an embarrassment to Japanese hospitality. Management desperately needs to brush up on their hotel management skills.