Booked a non-smoking room for 2 nights but as soon as I checked into my room, I could smell cigarette through the ventilation and despite turning heater off. As I'm slightly asthmatic and can't breathe well if cigarette smell presents, I went to the reception straight away and explained, but the manager didn't believe me. I asked him to come to my room and even though there was still strong smell of cigarette in the corridor and in the room, he denied he could smell it and was reluctant to do anything. I even asked him if other rooms on the floor were smoking rooms and he said no. Though he would not barge at first, I kept on insisting on a room change and he finally gave in. I always thought Japanese strides to provide exceptionally customer service but clearly not in this hotel coz I was treated with such mistrust and rudeness. This was by far the worst hotel experience I ever had in Japan! Luckily the air was fine after changing to a different floor, or otherwise I'd have to find a different hotel to stay and probably wouldn't get my money back as I booked directly on the hotel website.
The other thing I didn't like was that I had to hand them the room key whenever I went out. This felt like they can't trust their hotel guests enough to let them keep the keys. I can understand that if I was staying at a local's home or in the older ryokan where the room door is not always secured, but this is meant to be a hotel? I also found the room quite dusty and outdated as well. Not somewhere I would recommend or stay again.
So why didn't I rate it 1 star? That's because the breakfast staff were actually friendly and professional, much more polite than their main reception staff and also for the fact that it's located very close to the train station.
If you are thinking about staying at this hotel, I would recommend you to compare other options before making your decision. There were a few other budget hotels nearby that's worth checking out.