BHotel

It was my first time staying in bHotel and I was not aware that it is a residential building without front desk or reception. Only was in Agoda mentioned about the hotel provides 24-hour service, and in the “contact hotel”, a Japanese number is provided. Which makes non-Japanese traveller difficult to use if there was any problem encountered. Although when you book the hotel, you were allow to choose the room number, but neither do the booking page nor Agoda remind me that I had to register to the hotel of my check-in 24 hours before I arrive. So when I arrive the hotel on the day, I was locked outside the property. I immediately contacted Agoda (my booking platform) and the customer service said they were checking my booking with their booking partner. Agoda clearly stated that my booking was “paid and confirmed”. The first customer service replied me that I should be aware of the register system because of the nature of the hotel which it was not mentioned all the time before I arrive at bHotel. Unlike my previous stay in similar property in Japan, Agoda passed me message from the property regarding the entrance method and the door’s passwords. However, it was not the case for bHotel. As I was waiting outside the property for about 45 MINS, some other visitors walked out the property and I was told they were having the same issue when check-in the stay, they said they contacted the property to resolve the issue. So I found the hotel contact email by scanning the QRcode at the entrance, and I emailed the customer service “b hotel management”, and sooner they emailed me the passcodes when I provide my reservation number, name, etc. so that I can get into my room. Overall, I was outside the property for ONE HOUR. However, after two hours, I received another few emails from the hotel side, 1) stating that I have to fill in a check-in form, 2) my reservation was cancelled from then hotel side, but the booking platform cannot restate their system, 3) I have to fill in another invoice to pay for the booking and 4) another email to remind me to fill in the invoice so that I can get back in the room. So I immediately contacted Agoda’s customer service about the issue. They said the property replied the booking platform that I was accommodated into the property, and in their system, my booking was paid which I should not be charged again. ALL of my luggage were locked inside the room!! Of course I do not want to pay again, but unwillingly to solve the problem, I filled in the invoice and sooner I received another email regarding a brand new passcode for the room. Agoda’s customer service request me to send them bank account statement for any dispute and possibility of refund, and let’s wait and see. I heard about similar stories about the booking was cancelled via Agoda, and I never imagine that it will happen to me someday. About the place, the room is spacious and cozy. The beds are comfortable and I had some good rests during my stay. I was staying at 6/F so that there is a great view of the Peace Boulevard at the balcony. The toilet is also big enough, however, there was bad smell from the bathroom drain when you open the ventilation. You can prevent the smell by closing the bathroom door though. It is even better if there are some hooks for hanging clothes in the toilet. Also, there will be not enough socket places if you were travelling in group. bHotel can be directly accessed from Hiroshima station by buses, and there are shopping mall (10-min walk), convenient store (6-min walk) and a overnight eating place just at the corner. Besides the bad check-in experience and on-going dispute, I overall had good stay in Hiroshima at bHotel.