Constant pet noise, HMLET does nothing
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.