Unacceptable. We were supposed to be met by someone to explain how things worked. Instead we were given an access code to let ourselves in. We tried for three days to get talk to someone. It was too hot to sleep and the air conditioner would only stay on 30 minutes. Then we got an email demanding $1000 instructing us to pay it directly and not through Hotelscom. Our stay was fully prepaid through hotels.com. So I called Hotelscom to assist us. They assured me a rep would be right out to talk to us. A non-english speaking person arrived promptly, (not helpful). They also demanded an additional $1000. So part of our party left and paid for lodging nearby.
The website indicated Laundry facilities on site. This was one of the main reasons we chose the Hanakago because we had been traveling 14 days and intended to spend a pleasant evening in house while washing clothes. False claim, we were told to use a public laundromat in Kyoto. That was also a horrible experience. The "kitchen" consists of a microwave, hotel size fridge and hot plate on a small shelf off the bathroom. Wi-Fi access was also advertised but not available until they finally showed up to give us a 15 digit access code. It was so slow it was almost useless.