Tokyu Stay Ikebukuro

Subject: Complaint Regarding Misleading Room Size and Poor Service – Tokyu Stay Ikebukoro Dear Trip.com, I am writing to express my disappointment with a recent hotel stay in Tokyo that I booked through your platform. I reserved a 17 sqm Queen Bed Room for 2 people for 5 nights, but the experience did not meet expectations based on the listing. Upon arrival, it was immediately clear that the room assigned to us was significantly smaller than the advertised 17 sqm. It was not possible to fully open even two medium-sized suitcases at once. We had to rearrange the space by placing one suitcase on the floor and the other by the entrance, and we had to request the hotel staff to remove the chairs because there was no space to use them. The room was located next to the elevator, and even the hotel staff agreed that it appeared smaller than it should be. The next day, we were offered to view another room of the same type, which had a better layout—enough space to open two suitcases and use the table and chairs comfortably. We agreed to move to this room, located on the 11th floor, while our original room was on the 13th floor. However, we also learned that another room on the 13th floor (same type but slightly larger than 17 sqm) was available—for an additional 2,000 yen per night. We declined to pay extra since we had already paid for a 17 sqm room and felt we had not received fair value for the first two nights. I mentioned this to the hotel staff, but they did not offer any form of compensation, upgrade, or apology for the inconvenience. In addition, I was disappointed with the cleaning policy, which was not clearly stated on Trip.com. The hotel did not clean the room during our 5-night stay. They only changed towels and emptied trash bins. I was told that room cleaning is only provided for guests staying 7 nights or more, which is unreasonable and not communicated clearly at the time of booking. I believe that this situation was misleading and did not reflect the quality or value promised in the listing. I hope Trip.com will look into this matter seriously and work with the hotel to improve transparency and customer service. I would also appreciate any form of follow-up or compensation for the inconvenience caused. Thank you for your attention. Sincerely, Sunee Rojanaolarnrat

The room is clean and looks new, the staffs are polite and I love their service.

Nice staffs very helpful. Quite clean room but there are some places like space between the laundry is little dirty also the bed frame which is a dust on it. Great and convenient location where is close to the tokyo metro and JR Ikebukuro station with escalator and elevator entrance and exit.

Stayed 4 nights to wrap up our journey in Tokyo. About 10 minutes walk from the massive Ikebukuro station so it can be challenging for someone carrying multiple luggages to reach the hotel. They offer limited room cleaning (towel change and trash removal) for free, for a full cleaning they ask for a fee. They also had luggage airporter service which may be useful to some travellers.

Repeated visitor at this hotel, great location and service. Recent refurbishment looked great, overall comfy.

Washing machine with drying function! Super great for long trip. Room are huge for hotel in Tokyo