SOLARIA NISHITETSU HOTEL SAPPORO

Very good

The hotel is a bit far from the station and I had plans to go around Sapporo area before flying out at night. I missed TaQbin's cutoff, but the hotel staff looked for other provider to bring my luggages to the airport. I truly appreciate their effort on this, they saved me time and effort from returning to hotel for my bags and I was still able to tour Sapporo on my last day. Thanks much!!

Very nice, clean and sophisticated hotel!

I would first like to express my disappointment with my recent stay at your hotel. I chose your hotel because of its convenient location, expecting it to make my trip easier. Unfortunately, it created more inconvenience instead. One of the main issues was the extremely limited parking available. We were forced to park our car elsewhere, and the parking instructions provided by the hotel were unclear, making the experience even more frustrating. Secondly, I purchased breakfast vouchers for my family on our checkout day because our original flight was scheduled for the afternoon. However, due to the recent typhoon, our transit flight through Taiwan was disrupted and our flight was cancelled. We had no choice but to rebook with another airline, which also transited through Thailand . Our new flight departed at 10:30 a.m., meaning we had to leave the hotel at approximately 6:30 a.m. As breakfast service only begins at 6:30 a.m., I politely approached the front desk to explain the situation ( show all proof of cancellation and rebooking ) and requested either a refund for the unused breakfast vouchers or an alternative arrangement, as the flight cancellation was completely beyond our control. The front desk staff escalated the matter to the duty manager. Unfortunately, when the manager spoke with me, his only response was that there was “nothing he could do.” I suggested several reasonable alternatives, including preparing takeaway breakfast boxes for my family of three, providing dining vouchers, or refunding the breakfast vouchers. Every suggestion was rejected. When I finally asked what he could offer, he simply smiled and repeated that there was nothing he could do because it was “hotel policy.” I found this response extremely disappointing. While I understand that hotels have policies, exceptional circumstances require flexibility and good customer service. A flight cancellation caused by a natural disaster is clearly beyond a guest’s control. Rather than demonstrating empathy or attempting to find a reasonable solution, the manager simply hid behind the rules without showing any willingness to assist. Hospitality is about more than enforcing policies—it is about caring for guests and handling unexpected situations with understanding and professionalism. Sadly, throughout this interaction, there was no sense of empathy or personal service. This experience has left me feeling disappointed and has significantly affected my overall impression of your hotel.