SARASA HOTEL Shin-Osaka

Even they mention that check out time is at 12 pm on their website, they woke us up and saying it’s check out time, need to leave otherwise will charge us extra fee. We showed their website and they said sorry to us but this event absolutely bothered us. Not professional work. During the stay there was no stay cleaning, they just left towels on the door handle even they didn’t collect used towels. Reception was not friendly. Don’t wanna come back again.

Definetely not run by Japanese standards. Disastrous of a 6 day stay. Everything from beginning to end was designed to cause more hassle for guests. Rooms and bathrooms are very dirty, see pictures. The bathroom was not provided with basic amenities and need to purchase them from reception at ¥150. The rooms did not come with any complimentary water bottles which I have not come across before. The indoor slippers were old and reuseable ones with inserts that were useless for us. The bed frame was bigger than the mattress and was poking out causing discomfort when getting out of the bed. Pillow were very uncomfortable. Linen were no changed in the 6 days there no rooms cleaned. But they only clean every EIGHT DAYS. The fridge was not working, the bedside lamp is not working. An alarm that was preset at 7.45am every morning that wouldn't not stop ringing and that was annoying, had to remove the battery at the end. There were no tables or nothing to put your suitcases on so every time we packed you need to bend down or sit on floor to pack. Bad for the back. And did not utilise the space they have. There were only 2 washing machine which was not enough for the guests, we had to go up and down 3times to check when someone's washing was done before we could use. The restaurant room is dark, dull and small no windows/ventilation: have to go down and buy voucher to have breakfast which was a huge hassle especially as they don't let people in after 9.30am. Had to fill out a form to request for new bath towels/face towels/bath mat/pjs. Such a hassle to fill in the date and room number and remember to give the front staff every morning. One evening i returned and I had not received my new towels, I rang downstairs and requested these and the staff very unhelpful, couldn't communicate and just said "hold on" and hung up on me 3 times. I also wanted to use the luggage service but instead the hotel gave me a leaflet to contact an 3rd party company when all hotels I've been to prior were very happy to arrange this on your behalf with no issues. Also the JR shin Osaka was no way near the hotel, we got lost for about 45mins one night before we returned. The aircon in the room was either too hot or too cold, it was never comfortable staying in that hotel. Never returning again. They also had huge groups of guests making loads of noises every morning and night, it seems to be a hostel more than a hotel. Will NOT RECOMMEND. Staff are unfriendly and unhelpful!