ANA Crowne Plaza Kyoto, an IHG Hotel

We booked on hotels.com and expected an updated two bed non smoking room. When we were checked in (visibly pregnant and with a child) we were given a room on the smoking floor that was so overwhelming Smokey we asked to be moved. The Smokey room and the room were moved to were on the lower floors and were no renovated. They were about 40 years out of renovation. In addition there was an additional fee for the pool and was just for lap swimming.

Nice hotel near a metro stop and right across from Nijo Castle. Rooms were comfortable and breakfast every morning was very nice and convenient. We did have a 12 year old staying with us in our room and there was some confusion. They charged us for an additional adult in our room (totally fine) but didn't give him a breakfast coupon so the adults were able to have free breakfast but the child had to pay. Seemed odd. Also had to pay for use of the pool. And the lobby bar closed at 9pm which might be customary in Japan but surprised us. Other than that, we loved the location and amenities.

I'm confused as to how this hotel is rated 4 stars. The rooms were dirty/dusty/moldy, the decor was old and worn, and the bed mattresses sagged. The aircon never lowered the room temp below 23.5 even with the thermostat set to 20. Listening to the pipes rattle in walls at night which was the only way to drown out the noise from guests in other rooms. We were charged to use the pullout couch. We were charged you to use the pool, which requires swim caps. None of the pictures on Expedia showed the reality of the room we had. The lobby is gorgeous however, so maybe that's how they get that extra star or two. The staff is very friendly and welcoming, but they can't really help to change the quality of the ancient mattresses, the smell of cigarette smoke in the hallways, or the charges for the pool/fitness area. There was a power-strip attached haphazardly to the bedside table which had burn marks on it. I asked one front desk member where to go for ramen for dinner, and he had no suggestions other than the hotel restaurants which were not family friendly. Maybe the staff is rusty from three years of lockdown, but it seemed to me that although they were friendly, they weren't empowered to improve the guest experience. This is at best an overpriced budget hotel with a stunning lobby. Completely the opposite of our experience at the ANA Crowne Plaza Sapporo. I will ask about when the room was last refurbished/remodeled before I stay at an ANA property again. Sadly disappointed.

Was mostuncomfortable booked for three people got 2 beds expected 2 kids to share an 11 year old boy and a 14 year old girl thenwhen asked for a mattress was asked to pay ,had to pay to use pool , most gym equipment broken .wouldnever stay here again most disappointing

The hotel staffs are friendly & helpful. The toiletries are very useful, especially the steam eye pads & the bath powder making me having a restful sleep after a day's exploring the downtown Kyoto. The hotel service is convenient & prompt such as lending us the umbrellas for free at anytime when it's raining. The hotel room is spacious & clean with heated toilet seat, bath tub, TV, etc. My family & I will definitely be staying in this hotel again whenever we come to Kyoto. Thanks