21/01/2026
OFFICIAL STATEMENT FROM MANAGEMENT
We respect all guest feedback and take concerns seriously. However, we would like to clarify the facts surrounding this incident, as several posts circulating online present a one-sided and inaccurate account that does not reflect the full situation.
Kimura Pension is a family-run, budget accommodation, not a hotel. At approximately 2:00 PM, the guests arrived and were welcomed by family members assisting on-site. Management was informed early on that the guests were very particular, and in good faith, they were upgraded free of charge from their originally booked budget/native room to a newer building. The room was personally presented by our staff member, Lab-lab, and the guests initially accepted the accommodation.
Less than an hour after check-in, one of the guests went to a nearby kitchen/dining area (approximately 20โ30 meters away) and shouted at staff from a distance, demanding a towel replacement. Despite the manner of approach, the request was immediately accommodated.
Later in the evening, the guests raised concerns that the room they occupied was not the original room booked. We clarified that the booking made through a third-party agency was for a budget room, not a beachfront room. Remarks were also made describing the accommodation as being โfor senior citizens,โ which management considered inappropriate. Nonetheless, management informed the guests that they could be transferred back to their originally booked room after the night, should they prefer.
Additional towel requests followed. During one instance, a casual remark exchanged among staffโโBasig bahog taeโ (referring jokingly to the reason for requesting a towel change)โwas not directed at the guests but was misinterpreted. On behalf of Kimura Pension, we apologized and clarified that no offense was intended.
By late evening (around 10:00โ11:00 PM), the guests returned to the property after consuming alcohol, as evidenced by the liquor bottles brought onto the premises and as stated in their own report to the Tourism Office that alcohol brought from outside was left behind. They continued to raise complaints thereafter. Around midnight, the booking agency contacted management requesting room cleaning and a change of bedding. It is important to note that Kimura Pension does not operate a 24-hour front desk, contrary to what was incorrectly communicated by the agency.
Given the repeated complaints despite accommodations already provided, the disrespectful manner toward staff, and the late-night demands beyond our operating structure, managementโin coordination with the booking agencyโmade the decision to endorse the guests back to the agency and request them to vacate.
The decision for the guests to vacate the property at around 1:00 AM was made in coordination with the booking agency to avoid further issues and escalation. This step was taken to maintain peace, safety, and mutual respect for both guests and staff, and not as a punitive or dramatic measure. The guests were informed calmly, assisted during the checkout process, and allowed to leave in an orderly manner. The timing was a result of the late-night concerns and ongoing interactions, and was not intended to inconvenience or embarrass the guests. Management acted with restraint and consideration to prevent further confrontation and to ensure the welfare of everyone involved.
For safety and transparency, a phone camera was used during the checkout process to ensure the situation remained calm and orderly. The guests were assisted until early morning, despite the inconvenience caused to the family and staff.
Regarding the refund request, the guests are now demanding a full refund for the entire stay. We respectfully clarify that the property charged the agency for only one (1) night, corresponding to the accommodation already used. Any further refund requests are subject to the agencyโs policies and processing, not the sole discretion of the property.
On January 17, management received an urgent call from the Tourism Office late in the afternoon. Due to the short notice and rush-hour timing, we were unable to immediately send a representative. A meeting was therefore formally scheduled for January 20 at 1:00 PM. The guests were called multiple times to attend the meeting together with staff; however, they did not answer and did not appear.
We welcome fair and respectful feedback, but we respectfully object to harassment, repeated public attacks, and misleading statements intended to damage the reputation of a small, family-run business. Continuous commenting and posting across multiple platforms goes beyond constructive criticism.
We stand by our actions, which were taken fairly, calmly, and in coordination with the booking agency. We remain committed to honest service, transparency, and the protection of our staff.
โ Management, Kimura Pension
