I have a membership with toyoko and have stayed in them for years, but lost faith in the company after a recent experience at this branch. The English version of their website offered an excellent deal for turning up after 11PM, which I was decided to try after my plans changed and I turned up in a city at that time without a reservation there.
When I arrived at the hotel they said the deal was for after midnight, not 11PM. On my phone I showed them their own website (in English, for that branch specifically) and they reluctantly acknowledged that there was a mistake on the English website but still wouldn't honour it, even though it was just a difference of an hour. So I had to choose between waiting that hour in the foyer or paying a few thousand Yen more. And I wanted to raise this with the hotel or the management, but it turns out there is no customer service email at all - for individual branches or the company itself.
It's a real pity, because the rooms are good, but I won't stay at a company which doesn't honour its own deals on its own website, or accept emails from customers.More
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