Tobu Hotel Levant Tokyo

“Left behind items”

We stayed at your hotel from July 8th to 15th in Room 1303. This was our first time staying with you, but it has already given us a truly wonderful impression—from the room and the dining to the staff's service attitude. This time, we stayed in a double room with a view of the Skytree. Looking out … more

We stayed at your hotel from July 8th to 15th in Room 1303. This was our first time staying with you, but it has already given us a truly wonderful impression—from the room and the dining to the staff's service attitude. This time, we stayed in a double room with a view of the Skytree. Looking out the window, the view was vast and magnificent, and it was especially beautiful to see the Skytree illuminated with different lights every ，evening. The room was very clean, and the corridor outside was also exceptionally bright and well-lit. I would like to highly commend two of your staff members: Mr. Takafumi Kirino and Ms. Uma Tamang. Here is what happened: On the evening of July 10th at around 7:30 PM, my husband and I returned to the hotel after shopping at Mitsui Outlet Park Kisarazu. It was only after getting off the bus that my husband realized he had forgotten to take one of our shopping bags, which contained a newly purchased bag and other items. Since the bus had already driven away, we were extremely worried about how to get it back, so we went to the reception desk for help. Ms. Uma Tamang was the one on duty at the time. After asking us for the necessary information, she immediately went online to look up the phone number for the lost and found. However, because it was already past office hours, she couldn't get through. She told us she would write down our request and help us call to inquire again the next morning after breakfast. We were terribly worried that night. I even discussed with my husband that we might have to go to the Tokyo Station ticket office the next morning to ask around, but we were very distressed because we feared language barriers would make it very troublesome. While we were feeling completely lost, we unexpectedly received a phone call in our room from Ms. Uma. She told us that she had already found our item! She said she could have it delivered to the hotel via courier. We were absolutely astonished that this problem could be resolved so incredibly fast, saving us an extra trip to the station. We immediately breathed a huge sigh of relief! However, another problem arose: we would have to wait at the hotel for the courier to arrive, wait for the reception to notify us to come down and pick it up, and pay the delivery fee. But because we had already planned to go out with friends the next day, and the hotel didn't know exactly what time the courier company would arrive for the delivery, we were stuck. Furthermore, the hotel policy did not allow staff to advance payments for guests. I suggested leaving the cash at the reception desk in advance, but this method was not possible either. At that moment, everyone was held up by this dilemma and we didn't know what to do. Ms. Uma told us she would brainstorm some other ways for us and asked us to contact the reception desk again the next morning. The next morning, on July 11th, we received help from Mr. Takafumi. He was originally just standing near the reception desk, but when he overheard our problem, he immediately and proactively walked over to assist us. He called the courier company directly to communicate and resolve how the guest could receive the item. Ultimately, it was decided that the courier company would send a pickup slip to the hotel for us. We could then take this slip to the courier company's local depot to retrieve our item and pay on the spot. He also told us that the courier company was located very close to the hotel—just a few minutes' walk away—and reassured us not to worry. That evening, after finishing our gathering with friends and returning to the hotel, we saw Ms. Uma on duty at the reception desk again. She informed us that the courier company had already delivered the pickup slip. She immediately took out a map and guided us on how to get to the courier company. Her attitude was extremely friendly, and she explained the map to us with great patience. On the morning of July 12th, we successfully retrieved our items. The courier company was indeed very close to the hotel and extremely convenient to get to. My husband and I are incredibly grateful for the help of Mr. Takafumi and Ms. Uma. Thanks to them, we were able to get our belongings back without any major hassle.

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