Upon check-in on the evening of July 3rd, we discovered the room was unacceptable and uninhabitable. It had a strong musty and moldy odor, the bedding and furniture were damp, and we found hair in the bathroom sink and drawers. The room did not reflect what was advertised and was extremely unhygienic.
We returned to the hotel around 10 PM and requested a room change, but the front desk staff refused, saying no rooms were available. Since we had to leave early the next morning, we chose to check out the same night. The hotel staff acknowledged the issue and advised us to contact Expedia for a refund.
I have contacted Expedia three or four times since, including with supervisors, but was told that the hotel denied the refund. However, as the stay was abandoned on the first night due to unacceptable conditions, I believe a full refund is warranted.
Requested Resolution:
I am formally requesting a full refund for this booking, as no reasonable service was provided. I ask that your executive support team urgently review this case.
If I do not receive a response within 7 days, I will proceed with filing a dispute through my credit card company and submitting formal complaints to the Japan Consumer Affairs Agency and the Better Business Bureau.
I am happy to provide supporting documentation and photos if needed.