Agora Tokyo Ginza

This is my second time staying at this hotel. The location is great.

We are extremely dissatisfied with the hygiene management at Hotel Agora Tokyo and the after-sales handling by Trip.com. Both parties engaged in serious buck-passing and consumer deception, deliberately stalling until we returned to our home country before finally telling us the issue could not be resolved. On our first night, we found live bedbugs in the bed (with video evidence, p1)!! Even more shockingly, one of the beds hadn't even had the sheets changed (video evidence, p2-3), which severely exposes the hotel's gross negligence in hygiene management. Upon discovering the issue, we immediately reported it to the on-duty staff and the manager, but the hotel kept stalling and asked us to wait for a reply the next day. Since we were originally scheduled to stay for four nights and could not verify the hotel's health and safety, we had to scramble until 2:00 AM and pay out of pocket to temporarily book another hotel because we completely lost trust in their cleanliness. This forced us to incur an extra, exorbitant accommodation expense of around RMB 12,000. However, the hotel ultimately only agreed to refund the room rates for the last two nights. Throughout the process, Trip.com also kept deflecting responsibility, claiming they were negotiating with the hotel, only to inform us after we returned home that they could not compensate us for the extra accommodation difference and would only refund the two-night stay. I communicated with Trip.com multiple times. During these discussions, they kept cycling through various so-called "senior supervisors" to handle my case, but never provided a proper or reasonable solution. They just passed the buck and stalled, severely violating a business's legal obligation to solve problems for consumers in a timely and effective manner, and going against the Consumer Rights Protection Law's purpose of safeguarding consumers' legitimate rights and interests and maintaining fair market trade order. Trip.com's responses were just endless delays—tomorrow and tomorrow, repeating the same empty circles, always telling me they'd give an answer tomorrow. I realized Trip.com was simply stalling until we completely returned home and had no way to go back to Japan to negotiate with the hotel. Isn't this pure bullying? Nobody's money grows on trees! We cannot accept this outcome. It was clearly the hotel's severe hygiene issue that made it impossible for us to continue our stay, so why should the consumer end up bearing all the extra losses? Were we expected to stay at the hotel—or even spend the night in the lobby—after discovering bedbugs and unchanged sheets, just waiting for the hotel to decide what to do? Cang as a major travel booking platform, Trip.com has a responsibility to conduct basic background and service quality checks on its partner hotels, and to actively take on coordination and protection responsibilities when consumers encounter problems, rather than blindly shirking responsibility and shifting all losses onto the consumer. This incident involves not only serious health and safety issues, but also reflects the hotel's dishonest service attitude and Trip.com's failure in its after-sales handling mechanism. We demand that both the hotel and Trip.com face the issue squarely and provide a reasonable, fair compensation plan, rather than making faultless consumers pay the price for the hotel's hygiene failures.

The room is too small, trash disposal is self-service, and it's quite close to the Ginza shopping district.