**Worst experience ever in a hotel, worldwide.** (Booked from Hotels.com) I’ve traveled extensively across different parts of the world, but never have I experienced anything like this. This is a self-check-in aparthotel with no staff on-site overnight, we booked 4 nights and it was a disaster from the start.( At time of review it’s 3am of the first night and last night) We checked in, left the luggage and left to tour Tokyo without really looking at the place. Little did we knew we should have. There are **holes in the walls**, **dirty furniture**, and **mold on the bathroom stool**. The place is rock bottom in term of **hygiene standards** , downright **filthy** but I let you be the judge of that. Despite these issues, we decided to wait until the next day to complain. But then, as we were about to sleep, we discovered **bedbugs on the sheets** and WC walls. We immediately reached out to Hotels.com, who we had booked through. The customer service agent was kind and professional, clearly sympathetic, but ultimately **unable to do anything**. Why? Because **Randor doesn’t even have a single staff member who speaks English**, nor have someone able to come and check let alone do something. Their policy finds it acceptable for guests to wait until the next day—even if they're dealing with bedbugs.As the attached photos show, I’m not exaggerating the **disgusting conditions** of this accommodation.At 2 AM, we desperately tried to find another hotel, but couldn’t locate any nearby options. **Randor never called us back** (company policy so we had to call from our foreign numbers which will cost a lot, just to being randomly hang up after few misunderstanding exchanges and long on-hold moments), and we’ve been told we’ll have to wait until tomorrow to speak with them directly to resolve this situation ( we will have to call them, same policy right). Needless to say, we will not stay here and will cancel our 4-day trip at this place.This is an absolutely **surreal and unacceptable** situation. **Avoid Randor at all costs**.It’s 3 am we will sleep on the floor in one of the hopefully cleaner room ( the ones with hole in the wall tho). Let’s see how things will turn out tomorrow. The customer service agent is as great and understood the situation but could not do anything. The selection of partner of Hotels.com is very poor. That was the first hotel on our Japan trip booked thru them instead of Booking and never again.
