Grand Hyatt Tokyo

Thanks to teamleader Fabio Auteri my colleague had a great start of her birthday. Hè overheard us talk about it and organized a surprise for her at breakfast. Grazie Fabio 🙏

I would like to extend my heartfelt thanks and appreciation to everyone at Grand Hyatt Tokyo who made our recent stay so incredibly special. From the housekeeping team and concierge to the restaurant staff and every member of your team we had the pleasure of encountering, we were consistently met with warmth, kindness, and an exceptional level of service. I had simply asked if you could acknowledge my friend’s birthday during our stay. What followed went far beyond what I had ever expected. Those gestures may seem small, but they meant so much. My friend genuinely felt special and cared for, and that is something neither of us will forget. Both my friend and I have travelled extensively around the world and have had the privilege of staying at many wonderful five-star hotels. Yet, somehow, our stay at Grand Hyatt Tokyo felt different. It was truly special and unlike many of our previous experiences. I fully appreciate that in Japanese culture, delivering an exceptionally high standard of hospitality is deeply ingrained. However, what we experienced felt like it went even beyond that. It was the attention to detail, thoughtfulness, genuine warmth, and care shown by your staff in everything they did that truly stood out. It is these seemingly little details that create lasting memories and, in my opinion, are what distinguish Grand Hyatt Tokyo from others. We left with wonderful memories, and I genuinely cannot wait to return. Arigato gozaimasu for making our stay so memorable, and I hope to see you all very soon.

Recently stayed at the Grand Hyatt when we were in Tokyo - great hotel, great for families, easy access to many things, restaurants, shopping, travel hub. Would recommend!

An Exceptional Stay – Absolutely Wonderful Hotel! ⭐⭐⭐⭐⭐ We had an absolutely wonderful experience at this hotel. From the very first moment, we were welcomed with genuine warmth, professionalism and attention to detail, which made our stay truly special. The hotel is beautiful, elegant and exceptionally well maintained. Our room was spotless, comfortable and very well equipped, with a lovely atmosphere that made us feel completely at home. The bed was incredibly comfortable, and everything was clearly designed with the guests’ comfort in mind. One of the highlights was undoubtedly the staff. Everyone we encountered was extremely friendly, helpful and attentive. Their professionalism and genuine willingness to make our stay enjoyable really stood out. It is one of those rare hotels where you truly feel valued as a guest.

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.