KOKO HOTEL Shinjuku Yotsuya 투숙객 리뷰 및 후기

Although I stay about 50 nights a year, this is the first time I’ve written a negative Review.

Due to my work, I stay at Hotels nearly 50 nights a year, and I have stayed about 300 nights via IKYU.com so far, but this is the first time I am writing a negative Review. I made a Reservation on IKYU.com with Local Payment and paid by PayPay at checkout. After that, the Hotel contacted me saying, “We overcharged you because we failed to apply 300 yen worth of points, so we canceled the PayPay payment. Please pay again.” What shocked me was that they had already canceled the payment based on the Hotel’s decision, without confirming with me first. That said, mistakes can happen to anyone, so I agreed to pay again and asked them to send instructions by SMS. What I received was: “According to our cancellation policy, we will charge you a Cancellation Fee.” I did not cancel my stay. Thinking this was unacceptable, I called around 3 p.m. on Friday and asked for an explanation from the person in charge. They said they would “call back immediately,” but there was no call. Even after the weekend, there was still no contact by Tuesday. Because I did not want to remain in an unpaid status, I called again on Tuesday. I was told, “The person in charge is assisting another guest. Please wait about 10 minutes,” but there was still no return call afterward. What I find problematic is not the 300 yen amount or even the billing mistake itself. It was: the Hotel’s mistake → canceling the payment without confirmation → incorrect guidance saying they would “charge a Cancellation Fee” → promising a call back from the person in charge but providing no contact for several days. A Hotel should be a place where guests can stay with peace of mind. If this is how they handle even a small billing issue, it makes me worry whether they could respond appropriately in a real emergency such as a fire or accident. In nearly 300 stays, this is my first experience like this. I will not use this property again and cannot recommend it to acquaintances.