Among similar hotels around the Tokyo Disney Resort, this hotel has been the best one in terms of facility, staff and service in general. We have stayed here many times in the past years. As the guests here are primarily families with small children, we expect them to accomodate specific needs for family with children. In the past two years, however, I strongly feel something wrong with their management. We usually make reservations through Hilton.com. Like other Hiltons in North America and Japan, they do not charge extra for children staying in the same room with their parents. In our most recent stay, we made a reservation of a room with two queen sized bed and clearly indicated that we have two kinds (13 and 9). We know that the room is wide enough, thus, we requested a rollaway.
When we checked in, we were told that they arranged two rollaways for 9,000 yen each (around US$100 at current exchange rate). First of all, it is VERY expensive. Second we have requested only ONE rollaway. In addition, we had never been informed about the high extra charge (It used to have been free for HHonors Gold member, and nothing was mentioned on my confirmation). I politely told them that we needed only one, and was ready to pay (although I was not satisfied) 9,000 yen. They took one rollaway out, but they said that they still needed to charge for two rollaways because the "local" regularion requires that "the number of beds has to match with the number of occupants (except babies)" After an hour of argument, and an assistant manager came and took of the charge of the second rollayay, but he stressed that it was a "special case".
OK. The biggest problem is their dishonesty. I am fluent in Japanese, and I am not aware of any local regularions mentioned above. It is hard to imagine that all the familiers staying with school age kids have as many rollayays as their kids in their rooms.
We do not mind paying extra if we understand what it is for. Unfortunately, their explanation has never been concistent. They should seriously think about the impotant for being honest and consistent, if they do not want to lose their customers.
Confirm specifically charges for kids in order to avoid frustrations at check-in. Do not forget prin...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you very much for your comments regarding your stay in December, 2010.
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While we truly appreciate your continued use of our hotel and your compliments for our services, we were very sorry to hear of your experience on your last visit. We sincerely apologize for the lack of communication regarding our child policy during your booking stage as well as the confusion caused at check-in time.
Please allow me to briefly explain about our child policy at Hilton Tokyo Bay. While many Hilton hotels have a Family Policy in place where guests under the age of 18 who do not require an extra bed are not charged, Hilton Tokyo Bay, along with all Tokyo Disney Brand hotels and Official hotels (of which we take part) requires for children aged 6 years and above to be charged fully. As you mentioned that your children's ages were clearly indicated during your booking stage, our Front staff explained in accordance with our child policy that your children would both be charged for extra beds. Having explained all the above, I do understand your frustration as none of the above information was explained in any detail to you beforehand.
For this, please accept our deep apologies as many of our overseas sites, which do not state our child policy clearly or at all, causing much confusion and distress for our guests who make their reservations through these booking sites. Please be assured that we have taken your comments to heart and have amended the following booking sites in hopes of clarifying our policy during the booking stage and to prevent further repeat of your experience with us. We will continue to monitor other reservation sites and will take further steps in including our policy in all reservation sites in the future. With regards to our inconsistency in our explanation for the charges, it was certainly not our intention to confuse or deceive you, and I have referred your comments to all relevant Managers in charge of Front desk operation and reservations to once again review how we are explaining our policies to our guests and to ensure clear and consistent explanation at all levels of communication.
We apologize for the lack of explanation from our end, and thank you once again for your informative comments as they help us to identify our problems and find ways to improve upon them.
We hope you will once again consider us for your next stay, and look forward to an opportunity to welcome you back in the near future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.