Ref Matsuyama City Station by Vessel Hotels

Formal Complaint Regarding Hotel Staff Conduct I am writing to express my dissatisfaction with the service I received from one of your hotel staff members during check-in on April 16 at 2:00 PM. Upon arrival, I was surprised to find that the hotel used a self-service check-in system, which was unfamiliar to us. Although the machine supported Korean, my wife struggled to use it. While she was trying to figure it out, a staff member abruptly spoke to her in Japanese in a scolding tone. Even though we couldn’t understand the language, the staff member’s tone was unmistakably harsh, condescending, and completely inappropriate for a hospitality setting. I politely asked in English, "Could you please speak in English?" but the staff member ignored my request and continued speaking only in Japanese. The key issue is that we could not understand what was being said. It is unrealistic to expect all foreign guests to understand Japanese. If the hotel primarily wishes to serve Japanese-speaking customers, it should reconsider accepting foreign tourists. I have met many kind and respectful people in Japan, and I’ve always appreciated the culture’s sense of hospitality. However, this one encounter with an unprofessional staff member left a strong negative impression and unfortunately affected our entire experience. Despite being a four-star hotel, the staff’s conduct did not reflect that standard. A hotel that serves international guests must provide adequate training and uphold basic standards of courtesy. Without that, it’s difficult to recommend the establishment to others.

Great Location .. Good for the price .. There's a public bath on the 3/F.

This is really a lovely hotel, excellent location with spacious rooms. Would be ideal if they served the 2/F drinks all day rather than just afternoon. The hotel was extremely crowded when we stayed over Golden Week with many families visiting, the onsen was very crowded pretty much the entire evening and the lifts also took quite a long time. Understandable given the holiday but they should likely open the stairs for use at least between floors 1-3. Overall hotel probably best for families but couples or solo travelers will likely get annoyed with all the young children running around.