TOTO Seawind Awaji

Stayed 2 June with my husband and 4-month-old infant. What started as a normal stay turned into a genuinely dangerous experience. At 3:00 AM, a complete power outage occurred. We were never notified by the hotel — I woke up to emergency lights flooding the room. The in-room telephone was dead, there was no emergency number in the room, and repeated calls to the hotel's main line went unanswered. My husband used his phone as a torch to check the corridor — it was completely dark, EXIT signs included, which is a fire safety violation. He turned back when he found a snake on the staircase. We were stranded in a dark room on the 8th floor with a newborn who needed warm formula. There was no electricity, no water, and no way to contact anyone. I had one can of ready-made milk. Had I not had it, I would have had nothing to feed my baby. We waited until 5:30 AM. When we finally reached a staff member, he offered no water, no assistance, and no apology — his suggestion was that I use a mobile-powered flask to heat milk. When I explained that my husband had an important business meeting at 8:00 AM and needed electricity to conduct it, the staff had no solution. When I explained I needed to make warm milk for my infant, again — nothing. The hotel's response to every urgent need was silence. To add to this, the staff mentioned breakfast was prepared — but given that the kitchen fridge had also been without power for several hours, I had serious concerns about food safety. This was not a breakfast I was comfortable consuming, nor did we have the time, as we needed to leave urgently for my husband's meeting. What made our situation even more dangerous is the hotel's layout. Our room was in a separate block, connected to the main building via an outdoor bridge through a lift tower. With no power, the lift was completely out of service. This meant the only way to reach the main building was to walk down the outdoor staircase and cross exposed to the open air — in the middle of a typhoon, in the dark, carrying my baby, with all our luggage and no staff assistance whatsoever. There was no sheltered alternative route. This is not just poor service. This is a serious safety failure for any guest, let alone a mother with a 4-month-old infant. We carried all our luggage ourselves through the typhoon rain to check out early, with a baby in my arms. I want to be fair: the dinner was genuinely enjoyable and I had no complaints about it. I told the reception staff at checkout that I was willing to pay for the dinner in full — it was the one part of our stay that met expectations. The hotel ignored this entirely and insisted on charging the full bill including the room. When I raised a formal complaint, they eventually offered a discount — but a discount is not an acknowledgement. It does not reflect the danger we were placed in, the distress caused to my family, or the weeks of silence that followed. I sent detailed complaint emails in both English and Japanese. Over 3 weeks passed with no human reply — only automated payment links. My card was charged without my authorisation while my complaint remained completely unresolved. I do not write reviews lightly. But no family — especially one travelling with an infant — should ever experience this. The safety failures, the complete absence of communication during the emergency, the disregard for every concern I raised, and the lack of accountability afterward make this the worst hotel experience I have ever had.