Stay away from TOYAKO MANSEIKAKU HOTEL. This is a con hotel, offer you room of lower grading than the one you booked.
When I checked in, I was offered a room at the west wing which is old and smelly. The view was blocked by the tree and hardly any lake view at all. It was so bad that I asked to change the room. I was then assigned to another room, Japanese style on the east wing. Not something I wanted but better than the first room and so we stayed.
After dinner, my friend and I walked along the lake and my friend pointed at the main building of the hotel and said 'It would be nice to stay at those rooms as you can open the window and have good view. All of a sudden, I remembered that I actually booked a lake view room western style at the main building. I went to the reception and told them I booked a room at the main building but they denied. I had to go back to my room and found my confirmation so that they could not deny any more. I was then offered a room at the main building which I went to have a look which was far better than the one I stayed. As it was nine in the evening and we had to leave early, I decided to stay where we were and asked for a refund. The reception told me as I booked through Rakuten, I could only get the refund from them.
When I was back I sent email to Rakuten. They replied that the hotel claimed the room I stayed was more expensive than the one I booked. After a few exchange of emails, they just dropped me and asked me to contact the hotel directly. Rakuten told me that the hotel felt sorry about the mistake and would sent me email to apologise. It's more than one month and I still have not heard from the hotel at all. I don't see how sincere they are for the mistakes they made.
I was upset about this as I should not be offered a room of lower grade at the beginning, this is cheating and ripping off of customers. The room at west wing is cheaper than those in the main buidling. This should never happened unless Rakuten booked me the wrong room or the hotel intended to cheat. What I found furious was that the hotel told me to contact Rakuten for refund and then Rakuten told me to contact the hotel directly for refund. I feel like a fool shuffled by the hotel and Rakuten. I have the feeling that they have some kind of collusion going on.
If you want to enjoy your holiday and not be cheated, do not stay at the TOYAKO MANSEIKAKU HOTEL and do not book through the the Rakuten.
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- Also Known As:
- Toyako Manseikaku Hotel Lakeside Terrace Toyako-Cho, Hokkaido, Japan