The Ritz-Carlton, Tokyo

The Ritz-Carlton Tokyo was an excellent stay and one of the highlights of my time in the city. The hotel’s location high above Tokyo provides truly spectacular views from the rooms — waking up to the skyline each morning was a memorable experience. The lounge service was outstanding, with attentive staff and a relaxed, refined atmosphere. Service throughout the hotel was consistently warm, professional, and very helpful. I especially appreciated how attentive and proactive the staff were during my stay. The concierge team was also very helpful in assisting with arrangements and recommendations. My only suggestion would be for slightly faster email response times, as replies were noticeably slower compared to other properties I stayed at in Japan. That said, once in contact, the concierge service itself was excellent. Overall, this is a fantastic property with exceptional service, breathtaking views, and a very polished experience. I would absolutely stay here again.

Great ! We have been staying 5 nights at the Club Lounge where everything has always been first class and we much enjoyed our stay. Special mention is the service we have had from Charlie and his colegues: after just two days we felt as we were at home.

All though this is featured as a 5 star hotel! We have spent 20 days in Japan and this is by far the worst hotel we have stayed at. What we were expecting was to leave Tokyo with a BANG and what we received from the Ritz Carlton was very upsetting! They rave about the amenities and the lounge, the views are great however, you can never find space to sit and have a drink. When you arrive the staff walks you out as they have no space. The lounge does not serve food and the staff seems lazy and always walking around and not being attentive to the guests. Communication is extremely bad and being the ritz Carlton the staff should at least know English. The restaurant closes at 9 pm only room service is available. The breakfast is small and no variety. Overall I recommend other venues which are way nicer and less expensive. Very disappointed. The rooms are small and does not reflect the advertisement either by the hotel or American Express.

Very over priced. We paid $10,000 for a 5 day stay and the rooms are outdated and they even have a humidifier in the rooms to clear the smell. The hotel is very old and not worth the money. I highly recommend the Conrad Hilton which is a thousand times better, modern and the staff is amazing

RUBBISH, RUBBISH, RUBBISH. ゴミ、ゴミ、ゴミ。話にならない低レベルな対応。Only by repeating it three times can I even begin to fairly reflect the "service" at this hotel. The management of this property should be thoroughly embarrassed. As my firm’s office is located within the same Tokyo Midtown complex, I have stayed at this hotel three times for a total of 15 days. Across those stays, my experience has been absolute rubbish two-thirds of the time. The only reason my second visit was even tolerable was that the General Manager had to personally intervene to rectify the debacle of my first stay. Clearly, that "fix" was a fluke; this third stay in March represented a total return to systemic incompetence. The hallmark of the Ritz-Carlton flagship brand is supposed to be the removal of friction. Instead, your team seems dedicated to creating it. As a Marriott Elite member of 13 years, my 4:00 PM late checkout is a guaranteed contractual benefit, not a favor. Despite this, your staff had the audacity to ask me to "downgrade" to a smaller room on my final day to solve their own internal scheduling mess. The excuse provided—that my specific room was "assigned to another guest"—is insulting logic for a hotel with numerous identical room types. Out of courtesy, and a desire to avoid a confrontational conversation, I agreed to consider the move. Your team promised to "keep me updated." They then went absolutely dead silent. I was forced to follow up four separate times over the final days of my stay. Each interaction was more pathetic than the last: Wednesday Night (2 days before CO): Two days before departure, a staff member informed me there was "no record" of my situation. He had the gall to be rude, implying that because no one had called me, I should simply expect no late checkout. I instructed him not to presume, but to actually investigate and report back. He promised a callback; he failed to deliver. The Managerial Lapse - Thursday night: I was forced to repeat the entire saga to a Front Desk Manager for a fourth time. His response was a bewildered, "Oh, sorry, we have no such records. But I am concerned, and I will check and get back to you. It is truly exhausting when a guest has to spend their billable time managing a hotel’s staff for them. I eventually checked out at 10:00 AM—not because I had to, but because the mental tax of dealing with your inept team was higher than the value of the stay. The follow-up email from FDM was a transparent exercise in corporate gaslighting. They couldn't even manage to spell my surname correctly, and the claim that the team "intended" to check on the day of departure is a blatant fabrication designed to cover up five consecutive days of ignored inquiries. In a high-stakes professional environment, "intention" is not a substitute for execution; we call this a failing grade. Between the front office’s inability to maintain a basic phone log and the shambolic, understaffed breakfast service, you are charging Ritz-Carlton prices for a service model that wouldn't survive at a mid-tier Courtyard. To the General Manager: You are currently trading solely on your postcode. Your team’s behavior is disorganized, dismissive, and frankly, beneath the brand. I stayed here for the location; I am leaving because your management is an operational failure. I will be advising our firm’s travel coordinator to prioritize more competent alternatives in the neighborhood.