I was truly excited about the immersive experience this hotel promised, but unfortunately, they missed the mark entirely.
Firstly, it was clear that the hotel was more focused on making a quick profit. They charged us a whopping $60 for just one hour of late check-out, despite our prior communication. This lack of flexibility was unexpected from what was supposed to be a five-star establishment.
Additionally, we lost one of the two keys they provided, a simple mistake that usually doesn't lead to such consequences. However, the hotel charged us another $60 for the missing key and treated it as if we had intentionally hidden it, which was rather frustrating.
The quality of the towels was disappointing, feeling cheaper than what you'd find in a typical three-star hotel. We had the opportunity to stay in two other five-star hotels in Japan during our trip, and the difference in quality was like night and day.
While the bed was comfortable, the sheets were of poor quality, something I wouldn't expect in a five-star hotel.
The only redeeming aspects were the stylish decor blending modern amenities and traditional Japanese design/experiences and the pleasantness of the staff (excluding the front desk). However, these positives don't justify the overall bad experience we had during our stay.