Rakuten STAY Atami

The hotel has great location and it’s very new and spacious. We stayed on the day of fireworks and we can see the fireworks closely in the balcony. However, there is no front reception and no luggage storage before and after check in.

The entrance gate doesn’t open until someone walks closer. This was not explicitly written anywhere so we got stuck and tried to figure out for quite some time. The kitchen staff was not able to guide us as well as there is no front. The first impression is very bad. We had another reservation through Rakuten travel as we didn’t know that we need to add a comment to the reservation, we didn’t receive any pre checkin information. The bell at the front door doesn’t connect to anyone to answer as we tried several times when fail with the key. Very bad experience with only kitchen staff. Saved money and time for the company and wasted our time to complete checkin. It’s really bad to let traveller assume this bad experience when the company should provide a smooth checkin service. Plus, the women from the tablet had very bad attitude. Even deliberately let us wait when after the first time she dropped the phone line. She pretended she doesn’t speak good Chinese but I believe she is a native. This is another bad part. Not just attitude, as a staff this is definitely bad training from the company.

Newly opened hotel in the heart of Atami town. Recommend it as the room is very modern and clean. Spacious for Japanese hotel standards