’ve stayed in the Grand Fresa in Tokyo few years ago, it was very nice that time. That’s why I choose Grand Fresa in Hiroshima this time. However, on the second day, the staff didn’t check the sheet when clean the room, my teddy bear was gone with the sheet. When the bear was finally found and returned three days later(when I check-out), it was still humid and broken: no nose, deformed, ribbon faded. The counter staff just said “申し訳ございません” and did NOTHING.
I know it was my miss to leave my personal belongings in bed, shouldn’t they check the sheet?
I accepted the two sofa beds + two single beds in the four people room, and two of my travel partners had to sleep on the sofa beds. At least the room was clean and tidy.
I didn’t expect the staff to fix the bear or find the nose from the laundry. At least dried the bear and made me feel that the staff did try to repair it. Conversely, I saw them did NOTHING but only a word:”申し訳ございません”. It dose not help at all, only made me feel insincere.
By the way, it was very painful to commute with the staff of this hotel in English. Not the issue of intonation or pronunciation, there was no understanding nor proper response. For visitors cannot speak Japanese, this hotel might not be the first choice.