KOKO HOTEL Kyoto Sanjo in Kyoto

I would describe our overall experience as disappointing, largely due to the poor attitude of the female front desk staff.

The hotel itself has some positives — the location is convenient and the room is relatively spacious. However, there are also noticeable issues with maintenance. The corridors and lifts have an unpleasant smell, and the laundry room is poorly kept, with visible dust in both the washing machines and dryers.

Unfortunately, the most frustrating part of our stay was the service - particularly from two female front desk staff members.

On the day of checkout, we needed to extend our stay by one night. We were quoted ¥66,000 by the ladies at front desk, even though the same room was available online for around ¥35,000. After booking it ourselves online, the staff insisted that we had to check out and check in again, claiming we had booked a different room type. This was simply ridiculous — both bookings were for the exact same room. It took a prolonged and unnecessary discussion before they reluctantly allowed us to remain in the same room. Throughout the interaction, their tone was dismissive and unhelpful.

The following morning, we called the front desk to request a late checkout, which was approved by a male manager. However, when we went to the front desk later, we were again attended by one of the same female staff members. She insisted on charging us ¥1,000 for the late checkout. When we politely explained that the manager had already approved it, she responded by staring at us and bluntly saying “No,” without any attempt to verify or assist.

We understand that policies may vary, and we would have been perfectly willing to pay if that was the rule. What was unacceptable was the inconsistency, lack of communication within the team, and most importantly, the rude and unprofessional attitude displayed.

Overall, while the hotel may be acceptable for a very short stay, the service experience — particularly the conduct of these staff members — makes it difficult to recommend.