Olympic Park Near Shibuya 10 Minutes!

Hello Ashley, I'm sorry to hear your version of events was so negative, however I wish you would not go so far to distort down your experience. As with any hotel-like establishment, you cannot cancel after you checkin and expect to receive a refund because you didn't [like?, expect?] the room after booking months in advance. The room in its entirety is displayed in the photos and described in the description, and we made no mention of, nor did you specifically request to us any modification of the room itself. Your misinterpretation of communication (that frankly didn't even happen, upon review) lead to a false expectation of the room that did not match what we advertise/describe. In Tokyo, All housing is small, especially compared to places like America. Any Airbnb or Hotel you stay in at this price range is going to be roughly this size. Unfortunately size is an aspect of the room we cannot easily change. You mention issues with the cleaning quality, however we went in immediately following to evaluate and did not see any stains on the sofa, buildup of dust, or any issues with the cleaning quality. We have each room professionally cleaned and linens and bedding switched out by supply from our linens provider after each guest. Furniture items, such as the Sofa bed cover, mattress covers, pillows, etc., to the best of our ability, is swapped out and cleaned every few months at maximum. We hold cleaning to a very high standard. In Addition, We do have a clear refund policy that states cancellations must be made 7 days prior to checkin to receive a refund. Any time there is a genuine issue with a room or guest experience, we will look for and immediately offer an alternative room or set of rooms as an alternative to your reservation, and if there is significant inconvenience as a result, we do offer 1 night's refund. If we cannot provide an adequate alternative, then we will issue a full refund. Unfortunately you did not provide us with a chance to offer an alternative solution for you. In the first message you sent us that gave us any hint of dissatisfaction, you mentioned you had already left and had other accommodation. We did have other, neighboring units that we would have offered you as an alternative. Over the past 2 years, we have hosted over 300 reservations, maintaining an over 4.8/5 star overall rating. This is the first and only 1 star review we've ever received. Although this was stretched pretty far to try to get it that low.

Hello Jonathan, Thank you so much for your feedback and for being a wonderful guest. I will take your last 2 points into account as quickly as possible. It is my mission to improve consistently improve my guest experience and provide great value for guests with my units! I am grateful for the opportunity to have been your host, and hope you will choose my units again if you ever come back to Tokyo! Best Regards, Robert McGuire