I contacted the hotel in advance to confirm my reservation and inform them that I would be arriving late. When I went to check in around 8:20 PM, I was told there was no reservation. I was asked to show proof of reservation, so I showed them the reservation screen. However, they said they couldn't find it, and 10 minutes later another staff member took over. Five minutes after that, they found the reservation and asked, "You checked in around 1:00 PM, didn't you?" I told them I hadn't, and asked if they had mistakenly given the wrong person my room, and they admitted it. There was no apology after that, so I asked if the room type was the same as the person who was mistakenly given the room. They said the wrong person had a single room, and I had a comfort single room, and my room was supposed to be slightly larger. However, they said they were fully booked and only the smaller single rooms were left, and the front desk staff asked me to stay in that room. When I said that it was the hotel's mistake and I shouldn't have to put up with a smaller room, they offered a free late check-out as an apology. However, I was planning to leave early on the day of check-out, so that offer was unnecessary. I told them I wasn't asking for a larger room, but just the type of room I had reserved, but they said they couldn't because there were no rooms available. I was told that a Comfort Single room would be available if I wanted a smoking room, but since I was traveling with my child (6th grade), I had even rebooked for a non-smoking room, so I expressed my anger at their suggestion. They then began to explain the situation to the customer who had been mistakenly shown the wrong room, asked them to move, and then cleaned the room and prepared the correct one for me. I didn't want to add to the number of victims of their unreasonable suggestion, and since I wanted the same room for both nights, I explained this and agreed to the smaller single room. However, they continued to insist, saying things like, "Tomorrow we will move you to the original type of room," "If you change your mind while you're out, please move rooms," and "It's fine if you move rooms after you return from your outing." I had agreed to the smaller room on the condition that I stay in the same room for two nights because I had to leave early in the morning and wouldn't have time to pack, and I would be returning late, so packing would be difficult then. It was truly a case of repeating the same exchange over and over again. Neither of the staff members were Japanese, and they didn't seem to understand the intent of my Japanese. By chance, a Japanese person who was about to go to work happened to pass by and intervened, and I was able to stay in the smaller single room for two nights. We were held up for over 30 minutes due to the exchange, and didn't get to go out for dinner until after 9 PM. My child was tired and lost their appetite, ruining the start of our trip. There was no apology until a Japanese staff member came in, and there was no apology at check-out either. It was the hotel's mistake, so why should we have to put up with it? I think they should reconsider their approach.
