Hotel New Otani Tokyo The Main

Never. Again. If you have the option, stay somewhere else. I will list the pros first then the cons. Pros: friendly staff, working elevators, clean hotel, nice amenities in the bathroom like hair rush and skincare kit, they have robes and pjs, beautiful windows, an amazing tappenyaki restaurant in the garden with incredible customer service and staff (the hotel could learn from them); beautiful room as you'll see. Cons: do not tell you all information upfront and may also be colorists; not knowledgeable about take out-multiple different answers until you actually call room service; they claimed to do luggage service day of (asked 2 days in advance and 1 day in advance- manager said to do it at checkout)-- they lied. Luggage service needs to be scheduled the day before you arrive at the new hotel, will not arrive same day. If it wasn't for the helpful and kind staff at the luggage service then I may have had a panic attack. The hotel did not care to compensate for the taxi ride or any indication they care that they did not assist properly. I'm not sure if it's a culture thing as this is my first experience in japan. But, I find the head staff rude, ill informed, and judgemental of guests-- trust me, we all have money if we're staying at the same place don't judge who's dressed flashy who's not. Another con, satsuki. The WORST sushi. I rather eat American sushi than that. Do not eat there. Staff was also ill informed about takeout/room service from this restaurant. They also did not ask if I wanted anything else and gave me the bill to push me out. As a solo brown female, I wouldn't recommend staying here. It's also not a convenient location so getting to shibuya is about 2.5mi, nice walk but not great for trying to hope around and be near a station. Tbh the whole experience at this hotel has left a bad taste and if everyone is like them in Tokyo, I would say no to visiting again, that's how awful it felt. Last con, no dnd sign or button. So they'll come in regardless.

We had the most wonderful stay at Hotel New Otani Tokyo! The concierge team—especially Ms. Sharmaine K., Ms. Marina H., Ms. Nao M., and Ms. Sayaha N.—were the ultimate class act, going above and beyond multiple times. They seamlessly booked our massages, combined our multiple reservations, reserved tennis courts, and even changed a hair salon appointment for me. For my daughter’s 13th birthday, they surprised us with a rainbow soap rose from the lobby florist and a thoughtful birthday note in our room. The front staff showed incredible care by walking us through a new room option when our original room felt too small. At the salon, Tamara gave me the best pedicure and was so friendly and welcoming, and Shino did a fantastic job on my hair—warm, professional, and so talented. At the spa, Ms. Koike gave me the best massage—absolutely outstanding and deeply relaxing. Every member of the staff we encountered made us feel valued and cared for. Hotel New Otani truly delivers world-class hospitality. We will cherish the memories from this stay and look forward to returning! ホテルニューオータニ東京で素晴らしい滞在をしました！ 特にコンシェルジュの K. シャーメイン様、H. マリナ様、M. 奈緒様、N. 沙耶葉様 は本当に最高で、何度も期待以上の対応をしてくださいました。マッサージの予約、複数の予約の統合、テニスコートの手配、ヘアサロンの予約変更まで完璧にサポートしてくださり、娘の13歳の誕生日には、ロビーのお花屋さんの虹色のソープローズとバースデーメッセージを部屋に用意してくださり感動しました。 フロントスタッフの方々も、最初の部屋が少し狭く感じた際に、丁寧に新しい部屋を案内してくれるなど心配りが素晴らしかったです。サロンでは、タマラさんが最高のペディキュアをしてくださり、とても親切で温かく迎えてくれました。シノさんのヘアスタイリングも素晴らしく、とても丁寧で安心できました。 そしてスパでは、小池様のマッサージが本当に最高で、心から癒されました。 スタッフの皆様のおかげで、心に残る滞在になりました。また必ず訪れたいと思います！

Amazing experience, will be back! Clean rooms, friendly staff and amazing food! Love the vibes. Quick check in and my luggage was delivered to me. Staff were always ready to assist at any part of the hotel. Too bad I was busy and was not able to use the pool but the Japanese Garden was to die for!

Nice and modern hotel. There are more than a dozen restaurants inside the property where one doesn’t have to go out to look for a nice restaurant. Stores and few cafes are also present. We only were able to eat at one of the restaurants as venturing out was our goal. We stayed at hotel’s “Executive House Zen” which comes with access to the Executive Lounge. It was very nice to have access to the lounge as it offers food from 8am-9:30pm. If you want to save money, you can just eat here all day, however, menu is the same every day. Afternoon tea is very nice. I was only able to do it once as the sweets were the same each day. Every 9pm, hubby and I would stop by and have drinks and nuts. The fruits, especially the Hokkaido melon, are delicious! Do not miss! On our last night I noticed that a Japanese saki was available (every night actually!). I never paid attention until I was curious and tried it. It was delicious! OMG, it tasted like velvety rum with sugar. Sad that I only had it once. Definitely do not miss it. A lovely, beautiful young lady who was mostly present almost every night at the lounge helped us with our needs. Akiho Murata was accommodating and serves with a lovely smile. She made a nice impression and wanna thank her personally for her service. Another lovely and beautiful young lady who checked us in is Sayaka Sato who was so helpful and accommodating as well. Always smiling and always offered help whenever she sees us. Both ladies were wonderful. The service here in this hotel is excellent. From the lobby to checking in was so smooth and everyone was so helpful, very polite, friendly and accommodating. The room was spacious, clean and comfortable. It even comes with PJs. I highly recommend this hotel and hope to stay again in the future. The hotel is just a block away from a train station which was a big plus. And behind the train station are rows of restaurants and bars. Another big plus.

The hotel is very much of its era, but immaculately maintained, and with excellent service. My room was calm, comfortable, and well-serviced during my stay. The breakfast selections were great and the property, with a waterfall and rose garden, is most attractive at this time of year. With a busy work schedule, the only thing I found inconvenient is that after 9 pm the only food alternatives I could discover were room service, or a bar menu at Trader Vic's on the property, which is claustrophobic and airless. I look forward to visiting again one day.