Dear Jane, First of all, I sincerely apologize for your unpleasant experience during your stay with us. We regret that your stay was not what you expected due to our lack of communication, needless to say our careless mistakes. When you checked in, my associate wrote the wrong room number on your key booklet, and the room you incorrectly given was not locked and was waiting for final inspection by the housekeeping supervisor, thus my associates had to come to your room several times to see if any problems had happened. Unfortunately, all rooms were fully booked except for the type of the room you reserved on that day, therefore we had nothing else to do but to ask you to move you to the room you booked. Our associate helped your luggage to move the room since you had already unpacked your belongings, however we should have been more considerate to you after your long journey with your children. I will remind my associates that we are here to make the guests’ stay happy, and I will be thorough on staff training in the future. Last but not least, I would like to express my sincere gratitude to you for taking time out of your valuable time to give us your feedback.

Dear Jim,Thank you very much for your staying at The Royal Park Canvas – Ginza 8. I am sorry to have made you disappointed about your reservation. Your room which you booked can accommodate maximum 2 adults in one room, however we also have no idea why it was happened but we had surely received a reservation as one person stay. Thank you very much that you kindly accepted to pay an additional cost for one more person to stay with you. (Because our room charge is different depend on the number of people stay in the room.) Despite of your unpleasant experience, I appreciate for giving us positive feedback. I would be glad if you kindly give us opportunity to welcome you again in future.

Dear Christine,Thank you very much for your staying at The Royal Park Canvas – Ginza 8. I am very sorry for your unpleasant experience about smoke. Problems were occurring with the smoke filters in the smoking area, causing smoke to leak outside the smoking area. We immediately made arrangements to have the filters replaced, and additional air purifiers were installed in the hallways. We would appreciate it if you would kindly give us another opportunity to welcome you again near future.

Dear HEIDI, Thank you very much for staying at The Royal Park Canvas – Ginza 8 with your family. First of all, I am very sorry to make you misunderstand by the picture that it looks like we have a tatami room. Actuary we do not have any room with Tatami, but we have some room which place a bed on the floor. (It looks like Futon on Tatami.) As you mentioned, your room was closely facing the next building. You might felt darker your room than the other hotels. We would appreciate it if you would let us know if you need an extra light when you are staying in the next time. We have some extra stand light for the guest. Thank you for your good comments in spite of such disappointments. We would be very happy if you could give us an opportunity to welcome you again not far future.

Dear Scott,Thank you very much for your staying at The Royal Park Canvas – Ginza 8 with your family. I am sorry that I made you feel sad about your stay with your child, as if your child was not treated equally. Unfortunately we do not have a room with 4 beds, and children under 12 years old are not charged if they share a room (bed) with adult. In other words, breakfast for children under 12 is not included in the room charge. (Breakfast is not complimentary)However, despite the negative experience, I am grateful for all the positive feedback you have given us.If you have an opportunity to visit Tokyo again, we look forward to welcoming you!

Dear James,Thank you very much for your staying at The Royal Park Canvas – Ginza 8.I am glad to know that you have satisfied to stay with us. Because we are in a very convenient location, you might visit many places on foot or trains.We are looking forward to having a time to welcome you again!

Dear Mark, Thank you very much for your staying at The Royal Park Canvas – Ginza 8 with your family. I am glad to hear your positive feedback. As you mentioned, the room size is very limited but hopefully you must have enjoyed our free space “Canvas Lounge” as well for chill during your stay. We look forward to welcoming you again if you have an opportunity to visit Tokyo.