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Reviewed July 9, 2018

I was really excited about staying at The Tokyo Station Hotel. It looked beautiful, and I had read about the exceptional service. But after our recent two night stay there last week, I left disappointed.
On the plus side, the hotel is in the perfect location in terms of proximity to the train station (connected). And the area around the station is just beautiful. You can easily walk to the Imperial Palace or hop on the metro to explore the city. And the hotel is definitely beautiful - from the outside and the public spaces. But that's where the good impression ended for me.
We were given room 2001 which was the farthest room from the lobby. So far it had it's own entrance. It felt like we were handed the keys to a private apartment rather than feeling like a luxurious hotel stay. While the room was spacious, it felt dark and a bit tired. And for the price we were paying, I was surprised that certain things weren't offered, such as nightly turn down or access to the fitness facilities (you have to pay an extra fee). And on our first day, we somehow inadvertently turned on a do not disturb button, so when we returned to our room we discovered it had not been made up. No one tried to contact us. We came back to a note that informed us if we wanted housekeeping we needed to let them know before 3pm. Not helpful when you return at 6. And with no turn down, it meant we had no room cleaning or freshening of towels at all over our 2 night stay. And no one seemed to notice or care to help us fix this. While the staff were all polite and friendly, we didn't experience the service standard you would expect at a hotel of this calibre. People were helpful, but no one went out of their way to help us sort out plans when we needed help. The whole stay felt really impersonal to me. And part of the reason we choose to stay at hotels vs rent apartments is because that service element really goes a long way when you are in a foreign country.
In the end, I guess it's all about expectations. And perhaps mine were just a bit too high.
If you are looking for a nice hotel in close proximity to the train station and don't mind paying for the location, then this will probably do the trick. But if you are looking for a bit more then perhaps you want to explore other options.

Stayed: July 2018
1  Thank TorontoTravelGirl70
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed July 9, 2018

Wonderful hotel at Tokyo Station. Renovated to original charm & in superb condition with great architecture.
Service was outstanding in every way. Meet & greet ,porters,concierge, room service people. The staff fall back against a wall in corridors & bow waiting for you to pass. They are all so polite, helpful & happy. Dress & training 2nd to none as expected in Japan.
Staff everywhere, no waiting for anything. All so obliging.

B’fast was both Japanese & Western buffet style.
Rooms good size & spotlessly clean with wonderful bathrooms & amenities. Granite bench tops, marble tiles & carpeted room. Beds very good. Toilet was western style with Japanese efficiency. Lid raised automatically as you neared bowl. It flushed as you stood & lid lowered by itself after you left. :) How hygienic, no need for hands to touch anything. BUT for those new to Japan don’t get a fright when you sit as seat is always heated. :).
Bathroom had everything you need. Tooth brush & paste. Comb, soap, shaving razor & cream, brush, wash towel. Cotton buds, hair band & shower caps. EVERYTHING & replenished twice daily. (If you take turn down service)
Room service if required. Restaurants & Bars available onsite. Spa available & in room massage which was very reasonably priced.
We had a room on 3rd floor (top floor) looking out over the front to open spaces towards Imperial Palace across the road. Light & airy room. Family size rooms available also.
Location was excellent. Station adjacent to same building so getting anywhere easy.
Taxis pull up out front 24/7
Food, well under our building at the station were hundreds of shops & restaurants. Anything you want is there & great prices. Workers stop & eat on their way home so very busy & high turn over. Small local restaurants . AMAZING! Kitchen st it s called. They also have Ramen (a type of noodle ) st as well. :)
Shops selling fresh sandwiches, & drinks ..walk in walk out if you prefer.
Loved the cleanliness & friendliness of this stylish hotel. NOTHING was too much trouble what so ever.
NOTHING to dislike at all. Loved it was small & did not feel like a big chain hotel. Stylish & very comfortable. Well airconditioned & plenty of sitting space in open foyer to rest ,people watch or meet people. (As we did)
Recommendations by brilliant Concierge team were excellent every time. Bookings made & confirmed on the spot. Confirmation with maps & phone numbers ,time & address slipped under door very promptly. Excellent service.
We did not use ‘Lobby lounge’ for food or drink but noticed it was always full with locals meeting there for coffee & a snack etc. VERY popular.
So many outside places to eat & drink we enjoyed exploring. Cheaper also.
Luggage storage facility if you need it before leaving. Check out was noon.
We would definitely stay here again. The people were so lovely.
Walk to the Imperial Palace. Diet (Parliment) building. Ginza 5 mins away by cab. Y1,200 .
Tried giving 5/5 for service,rooms & sleep quality but for some reason it would not work. So there it is. 5/5 for all. (See below) I extra comments section.

Stayed: July 2018, travelled as a couple
1  Thank NihonBaba
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed July 5, 2018

Great, western-style rooms, lots of space, luxurious bathroom/shower. The hotel buffet-style breakfast is expensive but amazing. Of course the location above Tokyo Station is very convenient for traveling around Tokyo. The staff was always extremely accomodating and eager to help. I want to particularly single out the concierge Tomonori Otsuka who I really put to the test, asking for help with Kabuki Theater, a Sumo-stable visit, and reservations for both the bus and hotel for a climb up Mt Fuji...he was excellent and very helpful throughout our whole stay.

  • Stayed: July 2018, travelled with family
    • Location
    • Sleep Quality
    • Service
Thank DanR1517
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed July 4, 2018 via mobile

Excellent service, friendly, best area to travel by bullet or other trains. The staff was something I never experienced before, exceptionally courteous. The cost is a bit pricy, but what can I say, that is Tokyo for you. By the way my daughter found it for us. I thanked her for it.

Stayed: July 2018
1  Thank Jerry N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed July 2, 2018 via mobile

What a wonderful hotel experience for our first visit to Japan. We travel often but for whatever reason it was a challenge to decide on lodging for Tokyo. So glad we discovered Tokyo Station Hotel (TSH). Some internet sites advise to stay at a tourist area for the first time like Shinjuku. We could disagree more as TSH was an oasis for us in this busy city. Centrally located at Tokyo train station we could easily access any district around Tokyo with ease. The best part was coming home to a boutique hotel like TSH where the team is happy welcoming you back home and interested how your day went. We enjoy the intimate connections especially with the concierge team of Marie Antoinette, Miyuki Saito, and Mr. Tomorino among others. They make relationships so that there recommendations were spot on. The hotel is impeccable form the customer service to the design and architectural details. The team attire was clean and professional. What was always nice was to see each team member step up or out to acknowledge their guest. As a leadership guru I find that well coached. Kudos. Location, location, location. Although not in the heart of the busy tourist area we find an advantage to be able to leave it at the end of the day. TSH is located in a beautiful plaza in the Chiyoda area. It seems to be financial or downtown center that was, of course, impeccable. The advantage here was we got to observe the locals moving about, where they ate and shopped. There two “twin towers” they call them loaded with as fancy shops as you need, all the delicious dining you’d ever want. It was nice to see where the locals went like having a drink at a local watering hole. The train station hotel has fantastic ramen in Ramen Street. You can’t miss breakfast in the Atrium. TSH not only has the five star look but what makes a great hotel an exceptional one are the ones you remember by the connections or relationships you make with the hotel staff. In other words they make you feel at home and want to return. You can’t go wrong. Book it!

Stayed: June 2018, travelled with family
2  Thank Howard O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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