HOTEL LiVEMAX Tokyo Kiba in Tokyo

I am writing to formally express my dissatisfaction regarding my recent stay at your hotel, as this experience fell far below acceptable hospitality standards.

I would like to highlight that we have stayed at your hotel twice before, and both previous stays were pleasant and enjoyable experiences. Unfortunately, this most recent visit was completely different and left us feeling extremely disappointed and frustrated.

We arrived at approximately 10:30 PM after a long journey and completed the check-in process expecting a smooth and comfortable stay. However, we were informed that the hotel parking was full and were instructed to find nearby parking at our own expense, which caused significant inconvenience late at night.

What made the situation most upsetting was the inconsistent and unfair handling of the parking arrangements. After unloading our luggage, we observed several cars being allowed to enter and park in the hotel parking lot despite being told it was full. When we asked the staff for clarification, we were told those guests had already paid for parking. This explanation was unreasonable, as we are also paying guests staying at the hotel.

I even saw a car leave the parking area, yet the parking attendant still refused to allow us to enter. When I stated that I was willing to pay for parking, I was still denied access. Shortly afterward, another vehicle was allowed to enter when the attendant removed the cone, and I was told that guest was a “VIP.” Later, another family who had just checked in like us was about to be allowed to park until I approached again and questioned the situation, after which another staff member quickly came out to stop it. This inconsistent treatment made us feel extremely frustrated and unfairly treated, with no transparent or fair parking system in place.

Unfortunately, the problems continued when we entered our room. Upon opening the door, there was a strong and unpleasant smell. The room appeared with visible stains on the floor, dust present in the room, and hair found on the towels. These cleanliness issues are unacceptable and raised serious concerns about the hotel’s housekeeping standards and hygiene.

This experience caused considerable disappointment and discomfort, especially after a long day of travel. We chose your hotel expecting fairness, cleanliness, and professional hospitality, but these expectations were not met.