One of the worst customer service experiences I’ve had at a supposedly “luxury” hotel.
We stayed here for over $600 a night and were shocked by the treatment we received after checkout. Our flight wasn’t until 6 PM, so we planned to spend a couple hours working quietly in one of the hotel’s many public lounges — something you’d expect to be acceptable at a hotel of this size and price point.
After sitting in an entirely empty lounge for about 20 minutes, working on my laptop (plugged into an outlet), a hotel staff member approached me and, without a word, gestured “no” at the outlet. I was confused, especially since the nearby concierge lounge was full of guests doing the exact same thing.
When I asked what the issue was, he pretended not to understand English and started speaking to me in Japanese. After several tries to get a clear answer, he finally said — in perfect English — that I could only use outlets in my room, implying I was loitering. This was incredibly insulting, considering we had just checked out and spent hundreds more at the hotel’s restaurants.
He refused to explain further and ignored the fact that other guests were clearly allowed to do the same thing. It was bizarre, passive-aggressive, and left an extremely sour taste in our mouths.
If you charge luxury rates, you need to offer luxury service — not make guests feel like they’re being kicked out the door. We won’t be returning.
