東北豪華之旅

Worst stay in Japan – Severe allergy issue ignored and booking guarantee failure This was, without a doubt, the worst hotel stay I have ever experienced in Japan. I booked a non-smoking room clearly stated in black and white on Hotels.com. However, upon arrival, the front desk staff at Hotel Metropolitan Sendai showed me an order stating that a smoking room was reserved, and initially told me to handle it myself . The only solution the hotel could offer was to use machines to clean and treat the odor for me. Because I have a severe physical allergy to cigarette chemicals, I cannot tolerate the smell at all—my lips literally go numb the moment I enter a contaminated space. While I was away and not in the room, I tried contacting Hotels.com for help. One customer service representative unhelpfully replied that a non-smoking room is "not guaranteed." Fortunately, another staff member tried to assist by emailing the hotel front desk directly. However, after I returned to the room following the hotel's cleaning attempt, I found that the cigarette smell came back very, very quickly. Whether this is a severe communication failure between Hotels.com and the hotel, or the hotel's internal mishandling, putting a guest with a severe chemical allergy into a smoke-contaminated room and offering no permanent solution is completely unacceptable.

房間非常乾淨、員工非常友善並提供所有需要的服務，住宿過程安靜，完全不被打擾

房間非常乾淨、員工非常友善並提供所有需要的服務，住宿過程安靜，完全不被打擾

Worst stay in Japan – Severe allergy issue ignored and booking guarantee failure This was, without a doubt, the worst hotel stay I have ever experienced in Japan. I booked a non-smoking room clearly stated in black and white on Hotels.com. However, upon arrival, the front desk staff at Hotel Metropolitan Sendai showed me an order stating that a smoking room was reserved, and initially told me to handle it myself . The only solution the hotel could offer was to use machines to clean and treat the odor for me. Because I have a severe physical allergy to cigarette chemicals, I cannot tolerate the smell at all—my lips literally go numb the moment I enter a contaminated space. While I was away and not in the room, I tried contacting Hotels.com for help. One customer service representative unhelpfully replied that a non-smoking room is "not guaranteed." Fortunately, another staff member tried to assist by emailing the hotel front desk directly. However, after I returned to the room following the hotel's cleaning attempt, I found that the cigarette smell came back very, very quickly. Whether this is a severe communication failure between Hotels.com and the hotel, or the hotel's internal mishandling, putting a guest with a severe chemical allergy into a smoke-contaminated room and offering no permanent solution is completely unacceptable.

房間非常乾淨、員工非常友善並提供所有需要的服務，住宿過程安靜，完全不被打擾