ANA InterContinental Tokyo

This property is in a prime location for Tokyo tourist sightseeing. I stayed here for 6 nights with my wife as a tourist. I am an Ambassador member and I booked a club lounge room where I spent nearly all of my time when not in the room or out on the town. Consequently, the Club Lounge and the staff were of the utmost importance during my stay. The property itself is in excellent shape, I had stayed here in the mid 90's for business and although the venue is 40 years old, management has ensured it is well maintained and I found it in 5 star condition. The Club Lounge itself (which is where I spent most of my time) is in excellent condition, has a great view of Roppongi, great seating arrangements (tables, high tops and lounge chairs) along with an ample size buffet (the food was excellent). The key brand attribute I look for in an Intercontinental property is "local immersion with global luxury" along with a World Class staff to realize local experiences. The Intercontinental Club Lounge staff did not disappoint me. The entire organization managed by Rinna Kato displays a "Culture of Excellence" that I've grown to expect from this brand. From top to bottom, the team displayed a passion to serve and genuinely tried to connect me with the local culture and experiences I craved during my stay. Having said this, there are a few special service leaders that made an impression on me worth mentioning: 1) Hiromi Nagano: Hiromi-san was the MVP of my visit, personally connecting me with 5 days of local experiences I will never forget. At least 2 of these were "off the map" and I never would have done them without her recommendations and were 2 of the highlights of my trip. Over the course of my stay she became my personal and trusted consultant and handled all of my needs ranging from sightseeing, travel logistics, room cleaning, meal arrangements and more. 2) Yasuyao Shimada: This exceptional service leader leads by example, embodying the brand and bringing deep service expertise to every interaction. She made my wife and I feel like VIP's during our trip and was truly a pleasure to see each day. She is the heartbeat of the organization, setting the pace for the team and leading by example. 3) Fumika Tachibana: This young service professional checked me in upon arrival at the property. Her passion to serve, introduce me to local experiences, get me grounded on the property with a drink/meal upon entering the club and getting me to my room smoothly were handled in the most professional and capable manner. 4) Rafael: Rafael works the Club Lounge in the evenings and provided important ideas for dinings and activities. Very personable and a great service professional. 5) Renalyn Takano: This service leader handled the evening happy hour during my stay. She is excellent at what she does. Her "million dollar smile" and boundless energy lights up the room. My energy level and mood was raised each time I saw her, absolutely delightful! 6) Saki, Moeka, Amellia, Janet: Brilliant service professionals who lit up the room each time they took care of me. Shining smiles, lovely disposition, passionate about serving me. Each of them were absolutely wonderful and I won't forget the shining smiles! 7) Last but not least I must mention the World Class Concierge team at the Intercontinental. This position is truly the most important in the organization and is the key driver of my loyalty to this brand/organization. On this visit, Hitomi Yamazaki was a huge difference maker. Fine tuning the details of some of activities and arranging a very spectacular meal in a nearby high rise. Thank you to all of the Service Professionals at this wonderful property, my wife and I will be back to see you and look forward to seeing you. Thanks for the beautiful memories...Rick and Betsy Jereb

Travel is never without its hurdles. But it's how they're overcome that matters. Things didn't go so smoothly for me on the day that I checked in at the ANA (it was long day starting with over two hours of self-driving a rental in Hokkaido, my flight being cancelled, 100 person-long queues for check in for a new flight, getting to the hotel quite late and being disappointed with my less than amazing room after booking and paying early as a diamond IHG member, you get the picture...). The main thing is that when I needed to escalate matters, Raphael of the ANA Intercontinental went above and well beyond to make me feel like a valued customer. I've stayed at the ANA with my family on several occasions. The location is great, rooms are lovely and the Club Lounge is very much worth the additional investment. Importantly, the team work hard to make you feel like you matter. Thanks especially to Raphael for turning my day around and Keiko for helping out so much with my missing luggage! I loved my stay.

The hotel’s higher floors (21 and up) currently have no air conditioning so the rooms are quite warm and stuffy. It’s scheduled to be out for almost a week. They offer a portable a/c unit but it’s run with water which makes the room incredibly humid and doesn’t cool down the room enough at the same time. Your comfort depends on how you feel about this. When asked they immediately did offer to move us to lower (lower-priced) floors, but they’re still selling higher floor rooms at a minimum of ~$740 on their site, without notification of the air being out of commission. I think that’s deceptive. We were also not informed at time of check in that our room wouldn’t have a/c. We only found out once we settled in and found a note on the table after trying to turn on the unit. At this price point and for a supposedly 5-star hotel, it’s unacceptable the air doesn’t work for such a long period of time and they’re surprisingly nonapologetic about it.

The room had a very unpleasant smell, which made the stay uncomfortable. I would not recommend staying here. The service was also quite poor. When ordering a coffee at breakfast, you can expect to wait around 10 to 15 minutes before it arrives. The duty manager did not offer satisfactory compensation for the issue. Overall, if you encounter a problem at this hotel, do not expect a meaningful resolution. They seem more interested in taking your money than addressing guests’ concerns. This was likely one of the worst InterContinental experiences I’ve had.

Kenji and Rafael were so warm and welcoming to our family and the overall service was impeccable.