Kobe Bay Sheraton Hotel & Towers

I had high expectations, but...

First trip with a baby. After researching various options, I decided on this place, which came up as a "Welcome Baby" Hotel. I was anxious about the day, so I noted my concerns and questions I wanted to ask on the day in the remarks section when making the reservation. To my surprise, I received a polite email with answers and confirmation in advance! Feeling reassured after the exchange, I went to the hotel... I had requested via email for a set of baby bedding and adult bedding next to it, but there was only baby bedding. When I contacted the front desk, they said, "Adults should sleep in the bed." It's too unreasonable to have a 0-year-old sleep alone on the futon while adults sleep in a bed located separately. Also, I requested a birthday surprise, and they kindly accepted and prepared it, which I greatly appreciated. However, at check-in, they boldly announced in front of the person, "The birthday surprise you requested is ready! It's in the room!" which was a surprise in its own way (･_･; Being an international hotel, it might be inevitable that there are many foreign staff, but there were many things that made me think this is a bit much. I had reserved a nice room this time and had various expectations, so the accumulation of small issues was disappointing. However, the onsen, the lounge next to the onsen that only people from the club lounge could access, and above all, the breakfast buffet were excellent!!