Hotel Hillarys Shinsaibashi Reviews

The rooms are nice enough and the location, Shinsaibashi, right next to Amerikamura, is cool. But the service is bad and the hotel facilities aren't sufficient to support the number of guests. We put a "please clean the room" sign on the door, but returned that night to find our room had not been cleaned and sheets not changed. We complained and they offered to move us to another room, but we didn't want to do that as it would mean we have to pack and unpack. Instead they would only offer to refund us the cleaning charge of 2000 yen. Not good enough. The onsen is tiny - only four cleaning stations. In my 10 years in Japan, this was the first time I've had to wait in line to use an onsen. My partner (who is Japanese and no stranger to onsens) simply gave up trying. On the final day there was no hot water in the showers in the onsen. Likewise, the onsen changing rooms are chaotic, way too small for the number of guests. We lost a keycard in the chaos of the changing rooms and were charged 2000 yen for a replacement - an extortionate amount. So that wiped out the compensation for the uncleaned room. The breakfast is paltry and doesn't resemble the photos. The hotel advertises with photos of a rooftop bar, which was a big reason we booked, but it turns out it's been closed since Covid. These photos should be removed. No bottled water in the rooms.