รีวิวและความประทับใจจากผู้เข้าพักที่ Hotel Nikko Kumamoto

High expectations for a prestigious Hotel brand, and deep disappointment with the service

My first trip to Kumamoto with my parents. Seeking a worry-free stay, I made a Reservation for two nights at Hotel Nikko Kumamoto. What we experienced there, however, was insincere service and deep frustration. Because we were three guests, I reserved a “corner” Room with a view of Kumamoto Castle one month in advance and had already checked the photos on the official website. But when we opened the curtains in the Room on the 9th floor, we were speechless. Outside the window was the bleak rooftop of a neighboring building and cluttered stored items. The third bed was noticeably lower than the others, making the entire Room feel cramped. Seeing my parents trying to comfort me by saying, “It’s still spacious enough,” filled me with anger and sadness. This might be their only trip to Kumamoto in their lifetime—why should they be given a Room like this? If my parents had been traveling alone without being able to communicate well, they would have had no choice but to endure it. Nationality has nothing to do with basic rights as guests; a sincere apology from the Hotel would have been appropriate. When I spoke with the front desk, they said it was because “there was no request for a high floor at Reservation.” That explanation is unacceptable. For a Reservation made one month ahead of time, assigning what felt like an almost “problem” Room at the same rate as better-view Rooms raises serious questions about this Hotel’s standards. I paid more than standard rates and did not ask for any refund of the difference; what disappointed me most was that staff seemed to treat this unfair handling as if it were normal or justified. I also felt strongly uncomfortable with how staff sounded when calling housekeeping about changing our Room—as if we were making an inconvenient request—and how overly friendly they appeared toward other guests by comparison. To be fair, after we were moved, our 12th-floor Room had exactly the beautiful view shown in photos. On our third morning, breakfast at Japanese restaurant “Benkei” was excellent, and I found genuine comfort in the refined service of an experienced staff member there. While some hospitality truly impressed us, parts of this stay left us deeply hurt due to unequal treatment by certain staff members. If a Hotel forgets sincere respect for each guest as an individual, it ultimately diminishes its brand value. I sincerely hope no other guest has to go through such a disappointing experience again.