Very disappointing stay – mould and prolonged water outage
Unfortunately, we had a very poor experience at Twilight House. We booked two rooms, Chiba and Kanagawa, from 15–18 August.
When we first arrived, it took us quite a while to figure out where to go as there is no reception counter. Access was also inconvenient with luggage, as the Chiba room is on the second floor and Kanagawa room is on the third floor, and we had to carry our luggage upstairs ourselves.
From the first day, we noticed significant mould in the rooms, which was already concerning.
The biggest issue occurred during the night when the water supply to both rooms stopped at around 3:30am. We informed the property at around 6:30am, but the problem remained unresolved for hours. By the time we checked out before 10am, there was still no running water in either room.
The property offered us access to the café toilet, but this was not a practical substitute for having running water in our rooms. We were unable to properly use the toilets, wash up or shower. This affected our basic hygiene and significantly disrupted our itinerary for the day.
Given the conditions, we decided we could not continue our stay and checked out before 10am, as instructed by the property. We requested a refund and eventually received a refund for the two unused nights only. We were still charged for the first night despite the mould, prolonged water outage and significant disruption we experienced.
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