Hotel La Suite Kobe Harborland

**AMERICAN FAMILY VISITING** La Suite Kobe is probably the most luxurious hotel accommodations I've ever stayed in (we are a Hyatt family in America). Staff was extremely helpful, friendly, and patient with us as we went through the check in process. I really felt like royalty! Our balcony suite had a gorgeous view of the port, jacuzzi hot tub, large bedroom/living room and more space than I would ever need in a hotel. The doors were locked by traditional large keys (think antique) which had a lovely charm to them. The staff was professional and attentive, even though we looked like we had just been dragged off the streets, tired, disheveled, and probably not looking too good on top of that. What a horrible first impression we made, but they were amazing! If you are looking for a luxurious, romantic, quiet, or just a general relaxation, La Suite Kobe is your destination! Nearby shopping and attractions make it a great location.

Very nice accommodations. Problem is services. It’s a pricey hotel, but it’s probably worth the price at face value. The problem is they have no interest in going over and above to help and impress their guests. I arrived at 2 PM, one hour earlier than their official check-in. They were already slow and had available rooms, but the person I dealt with told me their policy is, they will never, under no circumstances, allow anyone to check in even one minute before 3 PM. I thought that was outrageous, I’ve never seen any luxury hotel take that position, and it was offensive to me. The guy just walked away after he said that. So I found something to do for an hour and came back and checked in. I got there five minutes early, and he made me wait five minutes until it was exactly 3 o’clock to check in. Again, that’s never happened to me at any hotel anywhere in the world before. My flight the next day was not until midnight. I asked if I can have a later check out, and I offered to pay whatever they wanted to give me a couple more hours to check out. Again, they were not nearly fully booked. But I had the same attitude from a different person when I when I asked. They told me again that under no circumstance will they ever allow anyone to check out event 10 minutes after their checkout time. Please understand, I had committed to a $400 dinner at their restaurant, I was trying to book a massage and spend another couple hundred dollars, and paid their premium premium room price. So when I had that attitude for the second time, especially when there was no reason for it as they were not nearly fully booked, it was very upsetting to me. For those reasons, I would never stay here again, even though the rooms are nice. I would also recommend to anyone that I care about that they don’t consider this hotel when they come to Japan. There are plenty of other hotels and Kobe Care about their guests and will work with them to accommodate individual circumstances. This was not one individual at the hotel that made this decision. This is how the hotel operates. They have no flexibility whatsoever Regardless of your circumstances or the hotel circumstances. They made no apologies about it, they were just very matter of fact and unconcerned. Ice state and luxury hotels all over the world, and they are always Anxious to go over and above to earn Their customers business. I will always go back to the hotel to those hotels regardless of their prices. Because service is of the upmost importance in luxury travel. The owners and management of this hotel couldn’t care less. They obviously feel they will get business, regardless of how they treat their customers.

I would like to express my disappointment with the quality of the room and the service provided during my stay at La Suite. Despite booking 6 days in two kinds of suites respectively, they were much obsolete than the pictures shown in the official website. Both haven’t been cleaned thoroughly. The carpet was full of aged stains. So much hair leaving behind cushions of the sofa made me feel disgusted. All furniture was full of dust too. The poor service also made me shocked. The dining table wasn’t cleaned every time after serving breakfast. I have informed the staff schedule of house keeping on check in date. First two days, no staff arranged the cleaning even I hanged the tag ‘please clean the room’. Every day I had to keep calling the room service to clean up my room when coming back to the hotel that bothered me so much. They didnt arrange me breakfast from third to six days. I won’t have breakfast at all if I didn’t request them deliberately. I couldn’t imagine such poor service I received from this well known hotel. English standard of most staff was very poor. They always misunderstood my request. Their attitudes also didn’t welcome foreign tourists especially the staff I met on my check out date. The bill shown the item of room service was incorrect, I just would like to confirm what I have ordered and the total amount since it was a few days ago. She was impatient and didn’t understand what I meant. After settling down the matter, she didn’t say thank you for my stay and gave me a stare. Once I left from the check out counter, her coworker shaking his head said “room service “ with a teasing face. The only compliments of this hotel were the location and the quality of the breakfast. I won’t recommend strongly foreign tourists to stay in.