JR WEST GROUP VIA INN Prime NIHONBASHI NINGYOCHO

Stayed here for 10 nights during a recent work trip. Location is excellent as it is within walking distance (5 minutes) to Ningyocho station. It is a relatively quiet area, but there are plenty of restaurants and convenience stores in the vicinity which adds to the convenience. The deluxe twin room has a massive bathroom (for Tokyo standards) with the inclusion of a bathtub. However it compromises the actual space within the room, particularly with the furniture in place. The beds are on the soft side for my liking as well, but the pillows are great. Overall, it would be a hotel that I have no issues with recommending for anyone planning to visit Tokyo.

The hotel is very new and clean in a nice quiet but convenient location. The staff are friendly but we are not 100% satisfactory due to our extra pillow request. We are staying for 5 nightst and it will be our third night tonight. Our 7-year old daughter is staying with us so we asked for extra pillow on the first night but was told no availability. I had to use the chair cushion as pillow for that night. Next morning I asked the reception again and was told to check again in the evening but did not offer to provide without us keep asking When I came back at night, the receptionist told me straight away that there is no pillow. I did not give up and on my way to the laundry, I asked another staff member. She gave me a pillow to me without any issue. I would expect Japanese service and hospitality are superior than other countries but this simple request for an extra pillow seems a very complicated process. I shared my concern at the reception this morning and was told it was due to Christmas busy time with a lot of same requests. My argument is I was turned away without checking while when I persisted and asked another person, I was given the pillow. I was surprised that a simple matter can be so difficult in this hotel. Even housekeeping did not do anything for us when they cleaned our room. Other than the pillow, the hotel experience overall is good so far. Update: reply received from management but did not understand my point: 1) we are still staying in this hotel but may not consider again for the future 2) I may make a formal complaint to the company as management did not acknowledge my concern that it’s the pillow is AVAILABLE, but the staff member just declined my request without even checking and I had to request many many times and follow ups. 3) I really don’t understand why they made it so difficult for us. We stay for five nights, not one night. 4) I have updated my review to one star as a result of management reply.