Hotel New Awaji - Sumoto Onsen

このたびの滞在中、部屋の電話からルームサービスを利用しようとしたところ、正常に使用できなかったため、代表電話へ連絡いたしました。 その後ご確認いただいた結果、「寝室の電話がきちんとはまっていなかったため使用できなかった」とのご説明を受けましたが、その際に、こちらに対して「今後は気をつけてください」といった趣旨の案内がありました。 しかし、入室後間もない段階であり、私どもが電話機に触れて不具合を生じさせた事実はありません。にもかかわらず、まず設備不備についてのお詫びではなく、あたかもこちらに原因があるかのような対応を受けたことに、大変不快な思いをいたしました。 本来であれば、客室設備の不備については、まずホテル側として状況を確認のうえ、適切な説明とお詫びをいただきたかったと感じております。 今後このようなことがないよう、客室設備の点検体制およびスタッフの案内・対応のあり方について、是正を強く希望いたします。 During my recent stay, I attempted to use room service via the in-room telephone, but found that it was not functioning properly. I therefore contacted the main line for assistance. Upon inspection, I was informed that the issue was caused by the bedroom telephone not being properly connected. However, during this interaction, I was also advised, in effect, to “be careful next time.” As we had only just checked into the room and had not handled or tampered with the telephone in any way, this explanation and the implication that the fault lay with us were both inappropriate and quite unpleasant. Under normal circumstances, I would have expected the hotel to first acknowledge and apologize for any deficiency in the room facilities, followed by a clear and appropriate explanation. Instead, the response we received gave the impression that responsibility was being shifted onto the guest. I strongly urge you to review your room inspection procedures as well as the manner in which your staff communicate with guests, to ensure that such an experience does not occur again in the future.

The hot spring facilities were very good. We were able to enjoy not only the open-air bath but also the elaborate type and arrangement of the tubs, as well as the hot spring tour and hot springs at the adjacent facilities. For dinner, I chose the room meal plan, it was correct. The attention of the room staff and the timing of the food service were good. The view from the room was also great on the oceanfront. Unfortunately, there were few elevators and the ride was often too full for meals and check-outs.

It was on that TV commercial that made me want to stay. It was a bit disappointing because there was some dust in the bedroom. There's some dust out of sight. Just make sure it's cleaned. It was nice to have the receptionist tell me about the dinner, but directions to the place were confusing and I got lost. I wish I had been a little more creative. For example, if the staff were in front of the elevator, things might have gone smoothly? I had heard that there was a hot spring, but it took a while to get there because the hot spring was on the ground floor. As far as the map was concerned, it looked close. I was paying the bill when I checked out, but my wife had more baggage, so I wanted the bellboy outside the exit to help me. I wanted the bellboy to support the heavy load and carry it to the car before the exit. I think I fell on a road (step?) that I couldn't see because I had too much baggage. If there are areas around the car where it is easy to fall, I would like to see improvements made to it cleanly ...