Cerulean Tower Tokyu Hotel

Disappointing Handling of Uncontrollable Travel Disruptions We recently had a reservation at Cerulean Tower Tokyu Hotel in Tokyo and were very disappointed with how the hotel handled an unexpected situation completely outside of our control. Due to severe travel disruptions—including adverse weather, TSA staffing shortages, and widespread flight cancellations, we were unable to reach Japan as planned. This was not a voluntary cancellation, but rather a force majeure–type situation affecting multiple travelers and flights. Despite clearly explaining the circumstances and providing documentation of the disruptions, the hotel refused to grant a full refund or show any flexibility. For a property of this caliber, we expected a more reasonable and empathetic approach—especially given that these were extraordinary, well-documented events impacting international travel. While we understand that hotels operate under cancellation policies, many comparable properties demonstrated flexibility during these disruptions. Unfortunately, that was not our experience here. At the end of the day, how a hotel treats guests when things go wrong matters just as much as when everything goes right. This experience makes it difficult to confidently book with this property again. I'd reconsider booking this hotel, since you never know if you'll have any travel disruption and this hotel will keep your money and show no empathy.

Certainly the Cerulean should be on everyone’s list when visiting Tokyo. The service! I have never, ever watched room service make a bed so expertly, crisp and inviting. Our king room was beautiful, spacious and a magnificent view of Tokyo. Such a classy place! Daily I visited the gym, swam in their beautiful pool and then had a sauna. The cleanliness? It’s next level, I travel a lot and never have I experienced such cleanliness. The buffet breakfast (not included in the room price) was so expansive, too many fresh offerings to list. My new home away from home. I plan on coming back soon to this delightful place. Did I mention the lobby? Stunning! Very professional personell at check in. Kind and gracious. Okay, I will stop. Love this place!

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.