This place is a hostel/hotel. Our room had 4 beds (2 bunk beds on each side) but it was agreed that only my sister and I would be the only people using the room. The location is great (close to 2 subway stations) with shops and restaurants. The communication with the host was good before we arrived in Japan.
When we arrived in the morning to drop our bags, the members of staff there got confused about our reservation as they couldn't find my name but they allowed us to leave our bags. When we got back at night to check in, another member of staff asked us for the reservation details again and finally allowed us to stay. I sent a message to the host about the difficulty of checking in but had no reply.
The next day we went out all day and got back at night and were surprised to find 2 suitcases in our room. Our stuff was moved to another side of the beds. My bed was used by someone else. I then went to find a member of staff, he said they overbooked the rooms (on New Year's Eve) so they put 2 guests in our room (without asking us). He said he would not charge us for that night but we refused to accept that as it was not convenient for us. He then moved out the other 2 guests' belongings. The other 2 guests had used our room and shower while we were out. Their stuffs were spread out over the beds. I messaged the host but had no reply. Luckily, none of our stuff was missing.
At around 2.30am that night, the two girls opened our room door. We got woken up by them. I explained to them and asked them to go and find a member of staff.
The host didn't communicate with me at all while we were there and there is still no reply until today.