Smile Hotel Premium Sapporo Susukino

For conclusion:: smoking smell on non-smoking room and no compensationor alternative solution I booked a non-smoking room for several nights, but from the very first moment I checked in, I could already smell cigarette smoke as soon as I opened the door—before even stepping into the room. When I informed the staff, they said the hotel was fully booked and therefore could not offer a room change (which I understood, but that should not have been the only action taken). Instead, they brought an air freshener and sprayed the room, carpet was soaked, but the smell still lingered. The staff member claimed they didn’t detect any odor and didn’t offer any alternative solutions or compensation, despite the fact that I was staying for four nights. Eventually, I had to be the one to ask if a room change would be possible on the following nights should one become available. The staff member said that it would be possible, but only if I checked out and checked back in according to the hotel’s official schedule—which meant checking out before 10:00 AM. However, we already had a full day of sightseeing planned for the next day, and our itinerary was quite tight. I tried to explain and requested that the hotel assist by simplifying the process, as I shouldn't be burdened with fixing an issue caused by the hotel's own mistake. Unfortunately, the hotel refused to offer any help. In the end, we received no alternative options or compensation. Due to our tight schedule and the presence of elderly travelers in our group, it was genuinely inconvenient to make any changes. After the first night, I asked the hotel to clean the room again to remove the smoke smell as much as possible. However, it seemed like the smoke had already deeply embedded itself into the room and furniture, so the cleaning didn’t help at all. We ended up sleeping in a room with a strong smoke odor for all four nights. Unsurprisingly, the hotel offered no compensation whatsoever. If I had been traveling alone and without elderly guests, I honestly would have requested a refund on the first night and stayed elsewhere.

The staff is friendly and professional. The location is good as we can walk to the shopping street and many famous restaurants nearby. The room size is OK, neither so big nor so small.

Friendly hotel with nice location