Starchase by H2 Life

Good House for trip!

I stayed at a property called Homerunner. Although it was advertised as a ``beautiful property,'' in reality it was simply a poorly managed and understaffed property. I would like to point out the points that I was dissatisfied with. 1. On the day of arrival, I requested a shuttle to the station and received confirmation via email. The email said that a staff member holding a board with our name on it would come to pick us up at the station at the scheduled time, but when we arrived, there was no one there. When I called, I was told, ``We had received your request for transportation, but they were busy and forgot about it.'' I was instructed to wait at a nearby facility, and it wasn't until about an hour later that I was actually picked up. 2. There is a large trash can in front of the entrance door, but at the time of check-in, the trash left by the previous guest was not collected and the trash can was full. 3. Cooking utensils are in poor condition. (The pot and frying pan had burnt spots.The frying pan was later replaced with a new one.) 4. The gasket of the washing machine was full of mold and I hesitated to use it. 5. The sofa is full of stains. 6. I asked for the mold to be cleaned from the washing machine and for additional towels, and I was told that the staff would come the next day and take care of it, but in the end no one came. 7. On the online form before check-in, there is a field to indicate your desired check-out time, and I requested a late check-out. There was no communication regarding whether or not the request could be accommodated, and it became clear the night before check-out that the request could not be accommodated. My departure schedule has been disrupted. 8. Stink bugs frequently appeared in the bathroom on the second floor and it was difficult to get rid of them. 9. This property has multiple heating systems, but there are no instructions on how to operate them. (The QR code link that explains how to use the equipment in the property only describes how to use a heating system that is different from the installed heating system.) For the first few days, it was too hot or too cold. It was too much and I had a hard time adjusting it. I think we need to fundamentally rethink property management and services. As long as you are receiving a certain amount of money (in this case 134,000 yen per night), excuses such as not having enough people or being busy have no bearing on the customer, even if they are true. In the special area of ​​Niseko, such a careless business may be possible, but is it really okay? This is true for Niseko as a whole, but the quality of service has clearly declined due to unmet demand from overseas customers, and I feel that the price and service level are not balanced at all. It's a shame because the atmosphere of the city and the quality of the snow are very good. We stayed at one of their property called Homerunner. The reality of the so-called “beautiful property” was just a property suffering from mismanagement and a lack of staff. Here are the points of dissatisfaction: 1. We requested a pickup from a train station on the arrival day, and it was confirmed via email. Although the email stated that a staff member with a board would be at the station at scheduled time, no one was there. Upon calling, we were told, "We did have the pickup request, but we forgot due to busy season." We were instructed to wait at a nearby facility, and the staff arrived more than an hour later… 2. The entrance had a large trash bin, still full of the previous guest's garbage at check-in. 3. Poor condition of cooking utensils (burnt pots and pans). 4. Mold-covered rubber sealing of the washing machine door, making it hesitating to use. 5. Lots of stains on sofa. 6. Requested mold cleaning for the washing machine, and the reception desk made sure to send a staff but no one showed up. 7. There was a section in the online form before check-in to specify the desired checkout time, and I requested late checkout. However, there was no response regarding the approval or denial of this request, and it was just a night before the checkout which we found that they couldn't accommodate the request. It disrupted our departure plan. 8. Frequent appearance of stink bugs in the second-floor bathroom, making it challenging to deal with. 9. Multiple heating systems in the property, but no explanation on how to operate them. The QR code link for equipment instructions did not cover the specific heating system installed, causing difficulties in temperature control during the initial days. The property appears pretty on the surface, but the stay here was very stressful. Need to improve property management and guest service from fundamental. Regardless of staffing issues or busyness, the excuses do not matter to customers, especially when receiving a substantial amount of money. Across Niseko, inability to handle huge demand from international guests has resulted in a noticeable decline in service quality, and the pricing does not align with it. It's very unfortunate given the town's great atmosphere and snow quality.