Hoshino Kazari 투숙객 리뷰 및 후기

• 1.20

  n.n7

  게시일: 2026. 2. 10.

  I’m disappointed.

  We were really looking forward to this trip from Tokyo. We stayed with two pets and a baby. There is an additional fee of 4,000 yen per pet. That in itself was fine, but the dog food that should have been included in the 4,000 yen, as well as wet wipes and the so-called “dog set,” were not provided for two pets (it is officially stated that these are included in the fee), so we felt we were charged unnecessarily. What disappointed us most was that the Accommodation had not been properly cleaned. There was hair and dust everywhere in the Room, and there was hair left in the bathroom as well—we ended up cleaning it ourselves before using it. When we called, an automated message said they could not answer at the moment, which turned our trip into a very unpleasant memory. The building is new and looks clean at first glance, but because cleaning is so poorly done, it feels dirty. Under the bed there was trash like old contact lenses (no idea how long they had been there) and what looked like a dog toy rolling around... I am an IKYU diamond member and have stayed at many Accommodations, but I have never experienced anything like this.

  • 객실 및 어메니티1
  • 시설・설비1
  • 접객・서비스1
  • 식사－
  • 온천・목욕2
  • 만족도1

  • 2026. 2. 7.～
  • 2명 1개
  • Suite Villa – Luxury Private Dog Run –
  • 식사 불포함

  시설에서의 답장

  We sincerely and deeply apologize for the significant discomfort and inconvenience we caused you during your stay. A trip that should have helped you recover from a long journey was ruined due to our shortcomings, and when I imagine it as if it were my own experience, I truly regret that this incident was far beyond something that could be dismissed as merely an “unpleasant memory.” We take this matter very seriously and will review our cleaning management system, while also considering changing our cleaning contractor, to prevent a recurrence. As we are responsible for failing to meet your expectations, we will issue a full refund of your accommodation fee. Of course, we fully understand that this cannot be resolved by a refund alone. All staff members take your feedback sincerely, and the entire Facility will work to review our procedures and strengthen preventive measures. We are proceeding with the refund process promptly through the IKYU.com office, so we kindly ask for your patience a little longer. Once again, we deeply apologize for having spoiled what should have been a special trip for you.

  모두 보기

리뷰 수와 점수는 IKYU.com과 Yahoo!トラベル에 게시된 리뷰의 합산 값입니다.
이 페이지는 IKYU.com에 게시된 리뷰만 표시합니다.