Sutton Hotel Hakata City

Honestly, spending around *** on this hotel was a total waste of money. Unless you only care about being close to Hakata Station, I strongly recommend staying somewhere else. 1. Staff completely clueless about their own rules When I checked in, they asked for an extra 3,800 yen for an additional guest. It was my mistake that I accidentally set the booking for 1 person instead of 2. But I pointed out that I had booked a twin room, which was about ***–*** more expensive than a double room. Logically, who would pay extra for a twin room with two beds if they were traveling alone? I asked them to double-check, but the staff member just kept repeating the same robotic answer. The worst part? When I gave up and decided to just pay, a *** staff member standing next to them cut in and said the fee was actually 2,800 yen. The first staff member didn't even look like a newbie, yet they didn't even know the correct price. I was frustrated from the very start. 2. Damp, soggy room and zero effort to help When I got to the room, the whole place and the bedding felt incredibly damp. It had been raining heavily for days because of a typhoon, so I figured the room might have been empty for a while. I called the front desk to ask for a bedding change, but they couldn't understand English, so they came up to my room. Turns out, it was the exact same staff member from check-in. They basically just said, "We cleaned this room an hour ago, so even if I bring new sheets, they’ll feel the same," and did absolutely nothing. The sheets literally felt soaked. Even if they really did change them an hour ago, a decent hotel would at least try to bring up fresh sheets, show the guest, and explain it nicely. There was zero effort to accommodate me. 3. Sleeping on the floor would have been the same I already knew from past reviews that the beds were hard, but since the location was so convenient for moving around, I decided to just deal with it. But wow, it was way worse than I expected. The mattress had zero cushion—it felt exactly like sleeping on the hard floor. The only saving grace was that the pillows were low, which I prefer. If this had been a long trip, I would have canceled immediately after the first night and moved hotels. I only sucked it up because it was a short 2-night stay. 4. Ridiculous luggage service deadline On my last day, I tried to use the Cargo Pass service to send my bags to the airport. On day one, they clearly told me I could drop it off until 10:00 AM. I went down at 9:57 AM, and they told me it was already closed because they had already called the courier to say there were no more bags. If that's how they run things, they should have given me a strict deadline instead of just saying "by 10:00." When I started to call them out on it, they suddenly said they’d call the courier back, and ended up taking my luggage. I’ve traveled to Japan so many times and always thought Japanese hospitality was famously polite, whether they meant it or not. But I felt absolutely no warmth or kindness from anyone working here. The Korean staff member was a bit better, but even then, it felt more like they were just trying to hush things up so it wouldn't turn into a bigger scene. Another ridiculous thing was their towel policy. The towels they provided were thin, so wasn’t enough at all. When I asked for extra towels, they just flat out said no. So I came up with an alternative and told them, 'I won’t need the room cleaning service tomorrow, so could you just give me tomorrow’s towels in advance?' Unbelievably, they refused that too. There was absolutely no logical reason to deny this, and I honestly can’t comprehend why a hotel would handle a guest's request in such an inflexible and unhelpful manner. It was a completely mind-boggling experience. Aside from the location, there is not a single thing I would recommend about this place. Management really needs to train their staff on basic customer service.

Good location overall and only downside was the bathtub leaking water.

Excellent stay and zero complaints.

The mattress is super hard, caused my body pain , I had never sleep this kind of hard mattress before. Horrible experience