Hotel New Otani Tokyo The Main

Let me start by saying I completely understand everyone travels with varying degrees of expectations and perspective. We have traveled the world with our son, primarily staying in US branded hotels. We most frequently stay in “upscale” hotels and other times in more “luxury class” 5-star hotels. My review is grounded simply in the fact that this hotel has a 5-star rating, typically more synonymous with a luxury hotel. Our first time visit to Japan had us traveling around both Tokyo and Kyoto for two weeks. We stayed at six different hotels (including Ace, Hiltons and Marriotts) and this stay was at the tail end of our trip. The hotel was very underwhelming. We stayed for two nights in the hotel’s Main tower in a triple bedded room. First, two quick positives. When traveling outside the US, most double rooms are just that - double/doubles, not queen/queens. We appreciated a room with three beds by the time we got to the end of our trip! The location within a quick 10 min walk to the train station was super convenient to getting around and exploring more of Tokyo. While our room was clean, it was very outdated. I saw photos from others’ travels here and the product appears to be very inconsistent. I would say you’re rolling the dice as to whether or not you get a room that’s been updated. The beds were firm (not a brick!) as others have shared, but for us was fairly comfortable. I realize the product is exemplary for many, but as someone who works in the hotel industry, this does not rise to the level of a 5-star hotel. We’re not the type that demand high-touch service, but when simply comparing against other 4/5-star hotels we enjoyed along the way, this was overall no comparison. For example, there was no turndown service, which is a standard requirement for a 5-star hotel. The linens/bedding were not reflective of a luxury hotel. We were also a bit taken aback by a stale smell each time we entered the hotel. I think older hotels could benefit from a scent diffuser or other to enhance the guest arrival experience. In closing, I get the impression this hotel is a beloved classic icon in region. It reminds me of similar 5-star hotels in the US that despite its outdated product get by with a 5-star rating. We did not engage with the staff to rate the hotel on its service. Some hotels make up for product through outstanding service. I see mixed reviews from other stayers. The hotel served a purpose for us - somewhere to crash near the Tokyo Dome - but was not a place we were eager to spend more time in or return to.

The property was nice and upscale. We booked a package that included breakfast buffet. The food and offering was so underwhelming. It is not even close to any other Asian or western style breakfast. We did not use up all of our breakfast coupons. Next door us a French caffe is where we went overhead. For Christmas dinner, we went o Bar Capri and had sandwiches. There's no way we were spending $250 per head on a subpar buffet. The free fitness center is a joke. Paid $20 per visit to use the spa gym.

Fantastic hotel that over looks the Japanese Imperial gardens. On a clear day, Mt Fuji may be seen from the restaurant on the 40th floor. This restaurant serves an excellent breakfast buffet as well as two others within the hotel - one which overlooks the beautiful gardens. There are many other excellent restaurants in the two major towers. Hotel provides large quiet room, great service and location

The room was spacious and clean ! Great garden view. For us the beds were too firm and bathroom a tad dated, but overall liked the hotel a lot. Staff were all fantastic. The buffet restaurant Garden Lounge is a nice place to be, but the food quality is marginal at best. I cannot compare it to other Japan hotels, yet. We hadn't planned on eating there but there weren't good options. I can recommend the hotel. Just don't expect a great breakfast whether you buffet or ala carte.

Never. Again. If you have the option, stay somewhere else. I will list the pros first then the cons. Pros: friendly staff, working elevators, clean hotel, nice amenities in the bathroom like hair rush and skincare kit, they have robes and pjs, beautiful windows, an amazing tappenyaki restaurant in the garden with incredible customer service and staff (the hotel could learn from them); beautiful room as you'll see. Cons: do not tell you all information upfront and may also be colorists; not knowledgeable about take out-multiple different answers until you actually call room service; they claimed to do luggage service day of (asked 2 days in advance and 1 day in advance- manager said to do it at checkout)-- they lied. Luggage service needs to be scheduled the day before you arrive at the new hotel, will not arrive same day. If it wasn't for the helpful and kind staff at the luggage service then I may have had a panic attack. The hotel did not care to compensate for the taxi ride or any indication they care that they did not assist properly. I'm not sure if it's a culture thing as this is my first experience in japan. But, I find the head staff rude, ill informed, and judgemental of guests-- trust me, we all have money if we're staying at the same place don't judge who's dressed flashy who's not. Another con, satsuki. The WORST sushi. I rather eat American sushi than that. Do not eat there. Staff was also ill informed about takeout/room service from this restaurant. They also did not ask if I wanted anything else and gave me the bill to push me out. As a solo brown female, I wouldn't recommend staying here. It's also not a convenient location so getting to shibuya is about 2.5mi, nice walk but not great for trying to hope around and be near a station. Tbh the whole experience at this hotel has left a bad taste and if everyone is like them in Tokyo, I would say no to visiting again, that's how awful it felt. Last con, no dnd sign or button. So they'll come in regardless.