Grand Hyatt Tokyo

I was very disappointed by my stay at Grand Hyatt Tokyo. I usually travel alone and choose my hotels carefully, so I expected a much higher level of hospitality from a luxury hotel of this reputation. I was returning to the hotel from Roppongi Hills with a few classmates. The route back to the hotel rooms goes through the hotel’s own parking area, and while we were trying to find our way through it, a staff member abruptly told us, “You cannot pass through here.” I explained that I was a hotel guest and simply wanted to get back to my room. Instead of apologizing for the misunderstanding or asking whether I was staying at the hotel, the staff member said nothing and simply pointed in a direction with his hand. I was genuinely surprised by how dismissive the interaction was. What made it more uncomfortable was that my classmates were dressed casually, and it seemed that the staff member had assumed we were not hotel guests without even asking. Regardless of how guests are dressed, a luxury hotel should never make assumptions about whether someone belongs there. I happened to be wearing a Lanvin white shirt, a pencil skirt, a Chanel clutch and Manolo Blahnik sandals, but this should not matter—the basic expectation is simply to treat guests respectfully. Breakfast was another disappointment. I asked for a window table but was told that it was not possible because I was with another person. Yet later, other two-person guests, and even a solo guest, were seated by the windows. I also tried several times to order a fresh egg dish, but no one came to take my order, so I ended up having only bread and fruit from the buffet. There was also inconsistent information regarding the Amex Platinum breakfast benefit. The website indicated that breakfast could be taken through room service, while the front desk told me it was buffet-only. This discrepancy should be addressed. Earlier in the same trip, I stayed at Mitsui Garden Hotel Nihonbashi, where the breakfast and service were outstanding. The contrast was striking. For a hotel of this reputation and price level, I expected much more attentive, consistent and respectful hospitality. Unfortunately, this stay did not meet the standard I expect from a luxury hotel.

Excellent location, very friendly staff, nice rooms, and facilities. Overall, fantastic experience. Highly recommend.

Great hotel. Lovely staff. Very friendly. Excellent breakfast. Nice location allowing downtown Tokyo to become accessible. Roppongi is very nice. Ginza has more life, but would definatly go back again

Check-in and Check-out experience was painfully slow. Both took around 20 minutes each and each time, there were technical difficulties (printer during check-in and payment system during checkout). Check-out line was long and the front-desk attendant helping us check-out did not seem to understand the entire process and had to ask a colleague. Nagoma spa was a scheduling nightmare and we did not get what we wanted and it felt like we were forced into getting treatments we did not want. There was heavy miscommunication at Nagomi spa. We went to the spa in the morning to book an appointment later in the day. The spa attendant helped us book and confirm our two-person massage appointment. When we arrived during our scheduled appointment, we were only confirmed for one person and for a completely different massage. We had to re-schedule for a massage different from our original appointment. When I arrived for the re-scheduled appointment, they led us into different rooms, which was not the partners room that the attendant confirmed during the re-booking.

Executive summary: Great Roppongi location, comfortable upscale rooms, strong service, and good Amex FHR value. The gym is a little small for a hotel of this size, but overall I’d absolutely stay again. Booked one night at the Grand Hyatt Tokyo through Amex Fine Hotels + Resorts after disembarking from a cruise. We arrived around 9:45 AM with our family of six. Our room wasn’t ready, but the hotel graciously stored all of our luggage while we explored Tokyo. We returned around 1:30 PM and checked into an upgraded city-view King room. It was spacious by Tokyo standards, with a comfortable bed, polished five-star finishes, and a large bathroom with excellent water pressure. The gym is somewhat small for a property this size, although it has modern Technogym equipment. There’s also an impressive large swimming pool and sauna. Our FHR stay included a $100 USD credit, about ¥16,000, which we used at the onsite steakhouse. Several of the hotel restaurants were busy that evening, and it was convenient having so many dining options on property. Service was a highlight. I needed to work very early the next morning, and the front desk kindly opened the business center early so I could have a quiet workspace. The hotel is in Roppongi, surrounded by upscale shopping and plenty of restaurants. We normally stay around Shinagawa, but this was a nice change of pace. Highly recommended. A comfortable, well-run luxury hotel in a great Tokyo location, and I would definitely stay here again.