Hotel Gracery a Sapporo

Dear Sir/Madam, I hope this message finds you well. I would like to share a small concern regarding my experience at the front desk on March 1, in the hope that it may be helpful for your future service considerations. After checking out from another hotel, we planned a 2‑day, 1‑night trip to Otaru and wished to store our luggage at your hotel beforehand. When we arrived, we were assisted by your staff member, Ms. Hayshi(林）.When we asked whether it was possible to store our luggage, we were informed that storage was limited to one day only. We then explained that we would be returning quite late the following evening and asked if there might be any flexibility or alternative arrangements. However, the response we received felt a little abrupt, including a surprised “Huh?” that left us unsure how to continue the conversation. This made us feel slightly uncomfortable and misunderstood, though we believe it may simply have been a moment of miscommunication. In addition, from the day we inquired about luggage storage until March 4, we noticed that there were still two pieces of luggage stored in the luggage area for several days. We would appreciate some clarification on why those items were allowed to remain for an extended period, as this left us a bit confused about the policy. At the same time, I would also like to express my sincere appreciation for the warmth and professionalism shown by your Assistant Front Office Manager “Faucett mark “during my check‑in. He welcomed me with genuine kindness, clearly explained the procedures and facilities, and made me feel very well taken care of after a long journey. His patience and attentiveness created a truly positive impression, and I hope the hotel will acknowledge his excellent service. We have always appreciated the thoughtful hospitality that Japanese hotels are known for, which is why we chose to stay with you. With this in mind, we wanted to gently share both our concern and our gratitude, and we would appreciate a brief reply so we can feel more at ease for the rest of our stay. Thank you very much for taking the time to read this message. We wish your team a pleasant and successful day. Best regards, Mandy