and someone who had a death in the family (a bad review on their fb page).. the hotel’s reply was always too bad if your insurance does not cover that. We’ve also seen the most hypocritical polite replies on the WorldWideWeb but rude curt replies in our e-mails. “Nisade is not a conglomerate business” that’s it. It was so painful..No regards for guests’ well-being hit by disasters/in crisis. Their stance was they’ve had so many good reviews so we’re whiners. But how often do such unfortunate events happen? Very unexpected. In fact, other rigid japanese managed hotels who understood our flight was cancelled, actually offered us a refund. Wish someone would compile a list / expose the ugly side of Luxury hotels too. Just totally incensed that we did not do our homework as well, discovered too late that this was not a socially conscious brand and was not aligned to their values advertized on their website >> they ghosted us when we questioned those promises