APA Hotel Ueno Hirokoji in Tokyo

1: room didn’t clean
2: No AC on winter
3: they give you low floor (I saw a lot white peoples on high floor)
4: they copy your passport and they will keep it

When we first day check in room They give us low level and give us not clean room check pictures. And they just change the room to high floor 7th floor was third floor so that means they have high level room didn’t give us. And no AC they said only heater because winter 11/1/2025. We go to different hotel they have AC.
This is first time went to Japan. My impression has always been that Japanese people are very clean, and that they do things carefully and seriously and so nice I also thought Japan as a whole was very clean, but this hotel gave me a completely different experience this time. They only changed my room for me, and I didn’t make things difficult for them at all. I accepted the room change and handled the whole situation calmly I keep nice to them.

By the way, there’s one more thing I need to remind you of: they will photocopy your passport and keep a copy at the hotel. I’m not sure if this is a common practice, because other hotels I’ve stayed at did not copy my passport. This hotel, however, did make a copy, and they did not provide any notice about this before the reservation. They also did not provide any company policies or regulations explaining how the copy would be stored, how long it would be kept, or when and how it would be destroyed. I believe this should be treated very carefully, because all of one’s personal information is contained on the passport.

reply11/14/2025

Dear Management Team,

Thank you for your previous reply. I am writing to formally address several issues that were not properly acknowledged or explained.

1. Room Not Cleaned Upon Arrival
The most serious problem was that my room had not been cleaned at all when I checked in. This issue was not mentioned in your response, nor was any explanation provided.
This is a basic expectation for any hotel, and I believe it should be addressed directly and transparently.

2. Unexplained Change to a Higher-Floor Room
Because my room was not cleaned, I had to switch rooms. However, instead of being assigned a room on the same floor, I was moved to a higher floor without being asked about my preference.
This contradicts the claim that high-floor rooms are assigned strictly based on availability and guest requests.
If the hotel can move me to a higher floor due to an internal mistake, then clearly the assignment process is not as restricted as described.
Additionally, when I made my reservation, there was no option to choose floors.

3. Lack of Transparency Regarding Passport Copy Procedures
I understand that Japanese law requires hotels to copy the passports of foreign guests without a Japanese address.
However, the hotel should clearly inform guests of the following:
• How the passport copies are stored
• How long they are kept
• Who has access to them
• How and when they are destroyed
• The internal security procedures protecting guest information

None of this information was provided at check-in, nor was there any visible notice or explanation.
For sensitive personal information such as passports, transparency is essential.

⸻

I hope the management will review these concerns seriously and provide a proper explanation as well as concrete improvements. I believe addressing these issues will greatly improve the experience for future guests.

A few months ago, I carefully researched and reserved a room for the exam, but the room was canceled just before the exam due to corona countermeasures. They don't even arrange an alternative hotel despite the selfish cancellation. The fee has already been debited from the account, the refund date is undecided because it is a credit card, the Rakuten points used for a limited time have expired, and the call back costs several hundred yen. . It is not recommended for those who have important business. Because there is a possibility that it will be canceled without permission and left.