Imabari Urban Hotel (New Building) in Imabari

I am writing to warn you against booking this hotel via booking.com, especially under the false promise of " partner offer " ( see screenshot 1)

To cut a long story short, I booked this hotel from booking.com's website, hence I trust the information provided ( see the highlights on the screenshot 2). It's important as this hotel has two separate buildings ( old and new ) and I have another booking the following night at the same hotel ( new building ). So it's crucial I made sure these two bookings are both for the new buildings so I don't have to move rooms.

However, upon arriving, I was told that my first booking ( the one with booking.com) is for the old building and without breakfast. Despite me having the written confirmation stating the otherwise. I was told that I need to check out by 11am after the first night and check in again for the second night from 14 pm since the first night is at the old building and the second one at the new building. I was really crushed as that leaves me in a difficult situation to jeopardize my sightseeing plan the following day. Never mind the " breakfast included " suddenly became " without breakfast ".

After a long and really frustrated discussion ( Google translate didn't help much ) I ended up paying extra 1000 yen for the privilege to check in at the new building for the first night, hence spare me the trouble having to move rooms during my two days stay. Still without the breakfast but that's not an issue for me at that point. I was grateful to have the problems solved.

After I returned home, I wrote to booking.com asking for an explanation as to why my confirmation differs from the hotel's own record, only to be sent a template response asking me to direct my queries to the hotel itself. Well, I've been there so it seems no point to follow this " advise " . It appears that booking.com has no intention to be held accountable for the misleading information on their website. So I think it's only appropriate to share my experience and warn others against such offers from booking.com.

I've been using booking.com for nearly two decades and booked such offers and I've been lucky to have no problems. But it only takes once to dismantle the trust and luckily it happened in Japan, a well functioned society and I have the fund to solve my problem on spot( caused by booking.com ). My guess is that the information listed on their website is incorrect rather than the hotel itself.

If ever I visit Imabari again, I might still use this hotel as the price , service and facility are impeccable. Superb location and staff. But I'll have a second thought using booking.com again, especially under the claim of " partner offer " as it leaves you really vulnerable when things go wrong.