"The hotel is a beautiful property, my friends and I were very excited for our stay here in Kyoto. Unfortunately upon arrival, we were told that the room I booked through Expedia only allows 2 adults, even though Expedia says it’s for 4 people. There were 3 of us, so we did not think it would be an issue, but the staff said it’s for 2 adults and 2 children. To us it really made little sense, especially since no where on Expedia does it specify what kind of persons are allowed. If you can fit 2 children, why not 1 adult.
We ended up having to come out of pocket $400 extra to book a complete separate room for 1 of us. Management and staff were not very helpful in this case, and no discount or deal was offered. This is something that needs to be resolved between the hotel and Expedia. It was very frustrating to deal with after our long travel day and the summer heat, and we felt like no one understood why we were upset.
Other than that, our stay was good, the onsen was amazing! The other accommodations were very nice too:)"
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