Unclear Contracts, Unhelpful Support
True, the platform offers an easy-to-use interface and attractive discounts through Rakuten Points.
Unfortunately, it has a profound gap between its EC site and Travel service.
I recently used Rakuten Travel to book a hotel stay, and my experience was far from ideal. The customer support and problem resolution processes were extremely disappointing.
•Gap between Plan and Reality:
The plan I booked seemed ordinary but promising, equipped with a toilet, air purifier, and a cozy, comfortable room. However, the actual experience did not align with the description. A bouquet of common hotel issues, such as malfunctioning toilets (even in Japan!) and an uncleaned room, made the stay uncomfortable.
•Account Discrepancies between OTA and Hotel:
The hotel provided multiple incorrect invoices for a single booking. This was highly inconvenient and raised concerns about accounting accuracy. There was a significant discrepancy of nearly $4,000 between the platform and the hotel’s invoices.
•Lack of Customer Support:
I contacted Rakuten Travel’s support team multiple times regarding the issue, including during my stay, but the responses were either delayed or unhelpful. They redirected me to the hotel without taking responsibility as a mediator, leaving me feeling stranded.
•Lack of Accountability: The “Tehai Ryoko” (Arranged Travel) Trap
Unlike reputable OTAs in the global market, Rakuten Travel operates under a system known as “Tehai Ryoko” (Arranged Travel) in Japan, essentially a “Please use at your own risk” travel model. This allows them to act merely as a booking intermediary without taking responsibility for issues that arise during the stay. This structure left me with no clear point of contact for resolving my problems, as both the platform and the hotel avoided accountability.
After being redirected to the hotel without meaningful assistance, I realized something profound: You may expect rest and peace from your travels, but unfortunately, this is not the case here. The hotel staff are neither gentle nor humble at heart, and you will not find rest for your soul. For my contract was not easy, and my burden was indeed heavy.
•Lack of Transparency:
You got mail—but it’s an unclear contract! The important contents are buried among a plethora of ads, links, and unrelated information, making it nearly impossible to notice key terms. To understand your contract, you have to sift through numerous links, such as terms and conditions or regulations.
The refund and resolution processes also lack transparency, leaving customers without clear recourse. Unlike other OTAs, Rakuten Travel does not appear to have a structured refund system for cases like mine.
While Rakuten Travel has potential, especially for users invested in the Rakuten ecosystem, I cannot recommend it for travelers who prioritize reliable support and accountability.
Advice:
If you have to use Rakuten Travel, be prepared to deal with potential issues on your own. I hope Rakuten will improve their support system and take more responsibility, aligning their practices with the expectations of a global audience.