네스트 호텔 도쿄 야에스

Check-in Procedure

Stayed in Tokyo for one night on August 19th with a group of three. At check-in, only two of us were present, and the process was completed with just the two. The blonde female staff member who assisted us seemed uninterested, leaning on her elbow and speaking informally, which left a negative impression. We were told "Your room is on the 10th floor" and handed two card keys in an envelope marked "1011." Although we wondered why there were only two keys for three guests, we headed to the room. When we tried to open the door while carrying our luggage, neither key worked as indicated by a red light. After trying both cards multiple times without success, we returned to reception to report that "the keys for Room 1011 are not working." The staff asked if we had tried a third key. While it was our oversight not noticing it earlier, her accusatory tone made us uncomfortable. When we handed over all keys for verification, she reluctantly took them and said dismissively, "These should work now," but they still didn’t. After recording proof of this issue on video and returning again to reception, she casually chatted with another staff member saying things like “Why isn’t it working? That’s weird,” without providing any explanation or proper assistance to us directly. Another staff member then suggested checking if it might be the wrong floor or room number altogether. Upon rechecking by the blonde staff member herself—it turned out that our actual room was 1101 on the 11th floor instead of Room 1011. We were given new cards labeled “1101” along with a brief apology: “Sorry about that.” However casual her apology felt insincere; throughout this experience overall attitude lacked professionalism leaving frustration behind despite no intention seeking further apologies beyond basic service expectations unmet here entirely!