Hotel Fuji in Fuefuki

I made a reservation online for a 3 PM check-in and arrived around 3:10 PM. First, there were three reception desks, but for some reason, only one was there, creating a long line. The other staff just stood there without even saying "Welcome," leaving me wondering what they were there for. I expected to wait in a crowded hotel, but what surprised me was when I finally reached the reception desk and was told, "We're still preparing our room, so please wait about 10 minutes." They didn't apologize at all, and it was as if it was a given, leaving me confused. While we waited in the lobby, people who had checked in after us were ushered in one after the other. Thinking something was odd, I asked the receptionist again, "Why isn't my room ready when I reserved a 3 PM check-in?" The receptionist's face immediately showed me in, making me panic. They said the room wasn't ready, but they'd immediately let me in if I called, which was obviously a lie, right? (Even if that were true, it's unacceptable that the room wouldn't be ready by check-in and that there was no apology for it.) Afterward, an elderly female employee guided us as if nothing had happened. However, she gave monotone instructions throughout, making it difficult to understand, and she didn't even help us with our luggage. She didn't even apologize, so when I asked, "Is it normal for a room not to be ready at check-in?" she simply replied with a wry smile, "Well, well... haha." I continued, "That's strange, isn't it?" She briefly apologized, "I see, I'm sorry about that," and then, two seconds later, she casually began guiding us to the public bath, leaving me dumbfounded. There was an awkward silence in the elevator, and as we were getting off, she suddenly grabbed my suitcase and asked, "Shall I help carry your wife's luggage?" Feeling even more uncomfortable, I declined. Incidentally, the room was just a few steps away, so it was completely pointless. With instructions like this, it would have been better to just get the key and go by ourselves. In the end, there was no formal apology or anything until check-out. If a guest was that angry at the time of the reception, one would expect them to report it to a superior and receive an apology immediately, but were they unable to even communicate and communicate? I feel the quality and capacity of the staff, not just the reception and reception staff, is insufficient for the number of guests accommodated. The guest room was a new Japanese-Western style, but there were cobwebs on the ceiling. There was a wide selection of food, but items quickly sold out and were rarely replenished. Guests would cut in line without a word and prioritize their own work (cleaning, etc.). I seriously doubt the value was worth it. I've stayed at hotels with excellent hospitality that were cheaper than this one, so I was truly surprised. There was a poster about preventing customer harassment prominently displayed in the lobby, but I think the hotel itself is also to blame for encouraging customers to complain.