HOTEL OWL

Convience location nearby JR Nippori station. Highly recommended to backpackers with no trouble walking the stairs.

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Very convenient location, highly recommended

I am very disappointed with my experience at Hotel Owl. The biggest issue was not the lost food itself, but the extremely poor hospitality shown by the staff. From the moment we arrived, the first staff member who greeted us looked unhappy and unwelcoming. There was no smile, no warmth, and it felt as if our presence was a burden rather than something appreciated. On our first day, we placed some food in a refrigerator. It was our mistake that we did not notice the sign stating that the refrigerator was for staff use only. However, the staff member saw us putting our food inside and did not stop us or inform us that it was not allowed. The next day, when we went to collect our food, another staff member informed us that the food had been removed and thrown away. We were shocked and upset because it was food we had brought with us and were planning to eat. We politely asked if we could speak with another staff member or check whether the food had actually been discarded, but she immediately refused and repeatedly said "No" without showing any concern for our situation. What disappointed us the most was the complete lack of empathy. My friend was so upset that she was close to tears, yet the staff member did not apologize, did not acknowledge our feelings, and showed no sympathy at all. Even if the food had already been discarded due to hotel policy, a simple apology and a kind explanation would have made a huge difference. Good hospitality is not just about enforcing rules. It is about treating guests with respect and understanding. Instead, we felt dismissed, ignored, and treated as though our concerns did not matter. This was honestly the worst customer service experience I have had across many hotels in different countries. In addition, the hotel is covered with warning signs, notices, and instructions everywhere—on the walls, near the refrigerator, and throughout the property. There are so many notices that it becomes overwhelming and easy to miss important information. Unfortunately, this experience left a very negative impression on us. I would not recommend this hotel, and I would not choose to stay here again.