Hotel New Otani Tokyo The Main

5 star hotel with 5 star service. Disappointed with the lounge, no drinks or food. Disappointed with the breakfast 3 star at best.

We stayed here for 7 nights, 4 of which were as part of a Riviera tour of Japan (we came out early ahead of the tour). Superbly managed hotel, excellent breakfast included in our price, helpful, friendly staff and very comfortable room. Location is great, a 5 minute walk to the nearest subway station which takes you to Tokyo central. Only downside the cost of the in-house meals in the 20+ restaurants, but loads of more affordable restaurants in the town just a 10 minute walk away.

Very big and comfortable rooms. Very polite and helpful staff. Awesome garden! Isn't the closest to a station, but very easy to grab a taxi.

Let me start by saying I completely understand everyone travels with varying degrees of expectations and perspective. We have traveled the world with our son, primarily staying in US branded hotels. We most frequently stay in “upscale” hotels and other times in more “luxury class” 5-star hotels. My review is grounded simply in the fact that this hotel has a 5-star rating, typically more synonymous with a luxury hotel. Our first time visit to Japan had us traveling around both Tokyo and Kyoto for two weeks. We stayed at six different hotels (including Ace, Hiltons and Marriotts) and this stay was at the tail end of our trip. The hotel was very underwhelming. We stayed for two nights in the hotel’s Main tower in a triple bedded room. First, two quick positives. When traveling outside the US, most double rooms are just that - double/doubles, not queen/queens. We appreciated a room with three beds by the time we got to the end of our trip! The location within a quick 10 min walk to the train station was super convenient to getting around and exploring more of Tokyo. While our room was clean, it was very outdated. I saw photos from others’ travels here and the product appears to be very inconsistent. I would say you’re rolling the dice as to whether or not you get a room that’s been updated. The beds were firm (not a brick!) as others have shared, but for us was fairly comfortable. I realize the product is exemplary for many, but as someone who works in the hotel industry, this does not rise to the level of a 5-star hotel. We’re not the type that demand high-touch service, but when simply comparing against other 4/5-star hotels we enjoyed along the way, this was overall no comparison. For example, there was no turndown service, which is a standard requirement for a 5-star hotel. The linens/bedding were not reflective of a luxury hotel. We were also a bit taken aback by a stale smell each time we entered the hotel. I think older hotels could benefit from a scent diffuser or other to enhance the guest arrival experience. In closing, I get the impression this hotel is a beloved classic icon in region. It reminds me of similar 5-star hotels in the US that despite its outdated product get by with a 5-star rating. We did not engage with the staff to rate the hotel on its service. Some hotels make up for product through outstanding service. I see mixed reviews from other stayers. The hotel served a purpose for us - somewhere to crash near the Tokyo Dome - but was not a place we were eager to spend more time in or return to.

The property was nice and upscale. We booked a package that included breakfast buffet. The food and offering was so underwhelming. It is not even close to any other Asian or western style breakfast. We did not use up all of our breakfast coupons. Next door us a French caffe is where we went overhead. For Christmas dinner, we went o Bar Capri and had sandwiches. There's no way we were spending $250 per head on a subpar buffet. The free fitness center is a joke. Paid $20 per visit to use the spa gym.