Hotel Gracery Sapporo

Location and value for money

The hotel was not able to help arrange luggage forwarding to our next staying hotel in Osaka as the hotel could not take cash or card payments for luggage forwarding. Though, information on the nearby luggage forwarding company was given.

Location

Breakfast menu very limited

Location, food and staff were great. Good service and good value.

Location and Breakfast

I was disappointed with my experience at this hotel, mainly because the charges did not match the information provided on my Booking.com reservation. My booking clearly stated that the accommodation had already been paid for and that I should not be charged additional accommodation fees at the hotel. However, the hotel insisted that I pay again and refused to refund the extra amount. I also requested an early check-in at around 12:00 PM. According to my Booking.com confirmation, the early check-in fee was approximately 1,100 yen, but the hotel charged me 5,000 yen instead. I showed the staff the Booking.com information, but due to the language barrier they were unable to understand the issue and continued to insist on the higher charge. I understand that misunderstandings can happen, but I expected the hotel to honor the conditions shown on my reservation or at least contact Booking.com to clarify the situation before charging me. Instead, I felt I had no choice but to pay. The room itself was acceptable, but the check-in experience and unexpected charges left a very negative impression. I hope the hotel improves its communication with international guests and ensures that charges are consistent with the booking conditions provided to customers.