The first time we stayed at Kitano last year was so fantastic that we decided to stay a second time again this last week. We were disappointed by the service. First thing, I booked two rooms, and the children's room had a wall covering half the window, was dark, and old. We were given a better room, yes, but I felt quite cheated to see that the kids got a bad deal, even though I paid the same amount for both rooms.
The second thing was how much confusion there was about giving water bottles, and services- you pay 120 dollars at the end for a gym that is not on the property. 20 a day for food etc is also is fake because you do pay for it in end- it is not a credit or whatever they call it. Breakfast and location are the nicest things here. The staff at the bar upstairs is cold, and will not accommodate you if you are just lounging there, even as a guest of the hotel. You need to pay for drinks etc to stay, so it ends up being transactional rather than a restful stay.
I mean if I am paying 120 for "services and facilities" why am I ushered out of the bar once I have had my drinks. They literally took my table and chairs away. Bit of a rip off.
