I have rented from them 3 times and been happy with them twice. They offer high quality apartments in nice places in Tokyo and I haven't had any problem with customer service up to now. They answered promptly, politely and usually solved my problem. I should have left a 5 star review but there is a huge problem: their "pet friendly policy". I had a howling dog in the apartment above me this time, and a barking dog in the apartment next to me last time. I mean non-stop pet noise, for weeks and weeks. Unbelievably, HMLET's attitude is that once you rent a pet-friendly apartment from them, neighboring apartments' pet noise is your problem. The barking dog problem was luckily solved by the person moving out. But in the case of the howling dog problem (4-5 hours every day non-stop), customer support wasn't helping -- many emails, many excuses, asking me for proof and when I provided recordings, still believed the dog owners and just told me (politely) that it was my problem. I effectively couldn't use the (not cheap!) apartment for work at all, which was a huge shame as the apartment was lovely and bright and perfect. Therefore, I am choosing a different company for my upcoming long stay. If they change their policy, I will be back.
Very rude and unprofessional customer sales. If this is how they treat you before you move in I don't want to know how they treat you after you move in. And higher fees when compared to other furnished rentals. No thanks!
When I spoke with a support representative about [issue], they were dismissive and unhelpful in their tone. I felt the response lacked professionalism and empathy, which made the situation worse.
Avoid this company. Their response time is sometimes extremely slow when an issue occurs, and their communication can be rude. They blacklist your name if you raise concerns about an agent’s rude behavior. If you’re looking for a decent home in Tokyo, I would recommend considering other, more reasonably priced services.
3 appointment requests, 3 emails, and 5 calls were what it took for me to get a SIMPLE answer from this company. I think it's because I put a low amount of budget in the appointment request. I've been the CEO of several companies. But, I don't wanna fall for an overpriced apartment that is well-decorated outside but smelly inside.
I needed to investigate how they treated their low-end customers and if the claims on the websites are all legitimate. I think they want to intimidate you with big prices when their units are really mediocre.
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