Hotel MONday Haneda Airport in Tokyo

Please be very careful when booking here, as this establishment clearly prioritises rigid corporate policies over standard customer care.

Due to a platform interface issue while navigating a booking for November, my dates accidentally locked into a June reservation. Despite contacting the hotel immediately after the confirmation email arrived to fix the error in good faith, the administration was entirely unaccommodating. Agoda acknowledged that a platform interface glitch could have caused the sudden month jump during navigation, yet the hotel management completely refused to assist with a fair amendment or partial refund. Instead, they issued a rigid ultimatum: they would only return the funds if I committed to a mandatory, non-refundable contract with them for my actual November dates.

I did not book their non-refundable option because I am currently figuring out my itinerary and was simply not ready to lock in any firm dates yet. I would have been more than happy to rebook with them down the line once our plans were finalised. Instead, I have chosen to use another accommodation entirely; I cannot in principle stay at a place that would rather hold my $171 NZD hostage to force future revenue than offer a genuine refund.

They might have successfully secured a one-night cancellation fee from me this time, but they have permanently lost any future customer potential. This is certainly not what I hoped to have written for a place I was genuinely excited to stay at. It is sad that short-term revenue was valued over basic hospitality; this situation has clearly shown me what this brand truly values, and I would much rather use my funds at places that value customers rather than revenue and stringent corporate policies.