Osaka Hotel Live Artex in Osaka

This hotel has massive rooms by Japan standards, 60+ SQ. meters. Our room contained two double beds, a 3 person couch, a 2 person couch and the room still had plenty of room. The shower room was bigger than many residential bedrooms in Japan! A fridge and microwave allow for simple meals such as breakfast.

There were a few 'rules' the hotel had that were not very pleasant. They do not permit anyone who is not a guest of the hotel to enter the rooms. We had someone helping us with our bags when checking in, the desk staff literally ran to the elevator to ensure this person did not go up to the room.

While I don't agree with the rule, they can have whatever rules they want. My major issue is the rule is not universally applied. Later in the evening, my wife (Japanese) arrived at the hotel, the desk has not previously seen her. She walked right into the hotel, into the elevator and did not question her. If you are going to have a no guest rule, it should be applied to all - not just foreigners.

Another issue with the operation of this hotel is their security. They have none. When guests leave the hotel you must turn your room key into the front desk and collect it when you return to the hotel. My issue with this is with the collection of the keys when you return. They do not verify who you are, do not ask your name or even if you are asking for the correct key. You simply say key for room 101 and they give you the key.

Have you ever been to a hotel and not remembered your room number? Were you in 306 or 603? It does not matter at this hotel, any desk staff will give you any key - as long as the registered guest is out of their room you can get the key and enter the room.

This hotel’s service is absolutely terrible and Expedia does NOT protect its clients!!! Our flight to Japan was cancelled due to weather and we were not able to catch another one until AFTER our reservation was over. Once our flight was cancelled we cancelled the hotel reservation and contacted the hotel and Expedia numerous times. The hotel never even answered the phone. Expedia was less than helpful. After six weeks of constant efforts the hotel finally DENIED our request for a refund!!! Expedia would not offer any help!

We lost more than 1,000 USD on this reservation. What kind of hotel charges people when they cannot even make it to the country because of weather??? How can Expedia charge us for a hotel that we cannot use? They have a clear record that our flight was cancelled and couldn’t get us another flight until our reservation was set to end. Never make a reservation with this hotel unless you are willing to pay for the nights even if you can’t get to Japan. This experience totally destroyed my faith in Expedia and I will never stay at any hotel related to the Artex brand ever again. We have used Expedia many times in the past, but will never do so again.