Cerulean Tower Tokyu Hotel

We had a very "appropriate" stay at the Cerulean as it is a solid hotel - nice enough rooms, nice restaurant, and great location for Shibuya. If your expectation to a stay in Tokyo is to have an appropriate stay then this hotel is ok. If you expect to have a luxurious, or 5 star, or charming time then look at other options. We were at first put on room 3520, right next to the lounge. The lounge corridor smells like pizza / cafeteria food and we thought it was a fluke, temporary due to something that was cooked recently. But no, it is constant and at night time our bedroom and our clothes were smelling. We had to switch rooms late at night as I could not sleep due to the smell, and we never got an apology - although we got a tiny bit of an upgrade to a slightly larger room only because I asked (due to the inconvenience and the fact that the hotel allocated such an awful room knowing our trip was a celebration). The rooms are not great, a little claustrophobic in their layouts, and the bathroom of the first room was inadequate (a very strange bath/shower combination) that seemed musty. The service of this hotel is ok, not truly Japanese hospitality, and it is very large and impersonal. I booked a late check out by 5pm, and at 8am of the last day I requested a light cleaning - I needed clean towels and overall picking up of trash so it would be easier to pack - but was totally ignored, came back to the room not cleaned. The food at the restaurant Caramello is very good, and the breakfast is good too. However, the food at the concierge lounge is very simple and minimum. I almost decided to leave and go to the Bellustar (where we stayed for 2 nights at the beginning of the vacation) where I felt true Japanese charm and elegance.

I stayed at the executive level room, it had a lovely city and Mt Fuji view and it was spacious. Room was also clean and came with amenities as well as trial kits by loccitane. Bathroom was spacious too and bath salts are provided. Room service takes some time but the food was great. Only disappointment was none of the staff offered to help and just looked at me carrying my large sized suitcase up this rocky slope near the hotel main entrance.

Stayed in a Cerulean class "corner" room that was one of the best rooms I've ever had--large, extremely comfortable bed, great bathroom, stunning views. Location in the heart of Shibuya, walk easily to the station or to all the activity in the area--but the hotel is on a hill and relatively quiet. The "lounge" with Cerulean level was a disappointment, not really anything in there. The fancy restaurant on the top floor was great, and the bar up there is gorgeous. Be aware this is a very large hotel complex in a very lively part of the city, so not the place if you seek something smaller/bespoke. But I would return for the great room and centrality of the location.

Front desk staff needs to be trained to smile for better customer service. Especially the guys looks angry all the time almost feeling hostile. This is advetise as 5 stars hotel so please act like one and provide 5 stars service General Manager of this hotel - please take notes

The hotel is situated in a quiet area, just a short walk from the busy Shibuya Station. The room was expensive, but it was large, clean and very comfortable, with beautiful views of Tokyo, specially at night. The bathroom was also very good, clean, and well-designed. The staff was always very courteous throughout our stay. Only misunderstanding was when we bought croissants and coffee from the hotel’s restaurant area one late morning, and were surprised when the staff wouldn’t allow us to sit in the lounge next to the restaurant. Instead, the staff directed us to stay in the lobby waiting area, which had no tables. We decided to return to our room to eat instead.