Andaz Tokyo Toranomon Hills

I am a regular, repeat guest - I invariably choose this property over Park Hyatt (and yes, even after its reopening) or Ritz Carlton, where I do hold the highest status. While we weren’t even acknowledged as Guests of Honor when we checked, I dismissed it as a simple omission. The business dinner hosted with a Sumitomo board member at Andaz went sideways due to inadequate service. The room was worn out, the toilet seat was leaking, the floor was leaking… all of which is easily overlooked and can be attributed to the labor challenges Andaz obviously faces. However, the incident during the stay was unacceptable. In the middle of our stay, we were greeted with a threatening letter telling us “to settle our bill immediately”, despite being mid-stay. This was done despite a) providing the card upon checking that carried an unlimited credit balance, b) our being repeat guests, often generating much higher stay bills in the past, and c) being the Guest of Honor. Naturally, I went to the reception and stood in line to pay the bill. My wife felt that we were unwelcome and demanded that we move to Park Hyatt, where we would not be treated as deadbeat customers. For the rest of the stay, we cowered in a room, expecting to be threatened by additional demands… To cut a long story short, my stay generated significant revenue for the property, albeit not paid at the end of the stay (as in all civilized Andaz properties), but under the gun, in forced installments. I would be happy to pay multiple times that amount - only if we were spared the experience of being unwelcome, deadbeat guests. I want management to understand the impact it had on us: our stay is not measured solely by monetary metrics, but also by the feeling that we belonged here. That sense is destroyed forever.

Exceptional, just exceptional. We enjoyed the Andaz after coming from a cruise. Access to subway was very convenient. The food at the Tavern was extremely good. Rom was well appointed - What a view too!

The Andaz in Tokyo is incredibly beautiful!! We loved celebrating my fiancé's birthday at this hotel. They even brought him a bottle of wine and chocolates! Every time we were in the common space the staff made us feel so welcomed. The sheer beauty of the hotel is reason enough to stay from the washi paper art in the elevators to the wood installation in the lobby it is a must see! We loved our couple's massage - the spa team truly did an amazing job making us feel relaxed after many days of fast paced travels catering our treatments to our personal needs. The hotel is in a great location sitting right above a metro station!! We would highly recommend staying at the Andaz!

I cant share enough about the exceptional service I received staying here. From the moment I arrived, the staff exemplified true professionalism - always kind, helpful, and incredibly attentive to my every need. The cleaning staff stood out. They went above and beyond to ensure my room was perfect, and anticipated my needs. If you are looking for a place where the service truly shines, I highly recommend this hotel.

I can't say enough about the amazing 5 days we spent at the Andaz. The staff are so welcoming and overall service is top tier all the way from the time you set foot on the property to the time that you leave (so looking forward to coming back soon). Special thanks to SungHao Po to truly making my wife's 40th birthday extra special with a beautiful cake and champagne. It was gorgeous and delicious. Also special thanks to Mai Ito for making sure that our rooms were lined up perfectly and accommodations were all set up before we set foot on the property- everything was seamless. Love the spa/pool probably the most and spent the most time there instead of thy gym (the gym is small and can get crowded). Massages at the spa were perfect and some of the best we've had while being in Tokyo.