Ref Matsuyama City Station by Vessel Hotels

Stay in this hotel for second time and it’s still very satisfied and pleasant stay! Nice and clean room, very amazing breakfast buffet and easy access to any spots around! Awesome.

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.

Good location for transportation. Clean and new hotel. Hot spring is good, and breakfast is good as well.

I am generally pleased with the hotel's facilities and breakfast, as they have met my expectations in many aspects. However, I believe that a more welcoming and accommodating attitude from the staff would significantly enhance the overall guest experience. Additionally, improving their English proficiency, particularly in customer interactions, would be highly beneficial in providing more seamless and professional service to international visitors.

Great location. Hot springs good. Breakfast is great. But works on counter not friendly.

The hotel is conveniently located at Matsuyama City Station — the perfect base for exploring other tourist spots, whether by bus, tram, or on foot.