The Ritz-Carlton, Tokyo

We are a family of five traveling from New Jersey, USA, and reserved two suites for our stay. Check-in time was 3:00 PM. We arrived around 3:40 PM, yet one of the suites was not ready. It was 4:30 PM, and the suite was still not ready. This was extremely disappointing and not what one expected from a five-star luxury hotel. To make matters worse, we had to wait nearly an hour for our luggage. Eventually, we found out that all of our luggage were delivered to one of the suites, without notifying us, while our entire family was waiting in the other suite. There was no communication or no explanation. We have stayed at many five-star hotels and luxury resorts around the world, and this was honestly one of the worst check-in and arrival experiences we’ve had. The lack of coordination and communication was shocking for a property of this reputation. Unfortunately, this experience has left a very poor impression. We genuinely regret not choosing Four Seasons, and at this point, we are unlikely to stay at a Ritz-Carlton again.

Ritz-Carlton Tokyo truly delivers when it comes to luxury standards. The room was beautifully appointed, spacious, and impeccably clean, with stunning views of the city. The food across the hotel was excellent—high quality, well presented, and consistently enjoyable. That said, for a brand known for exceptional, personalized service, this was the one area that felt slightly lacking. While the staff were polite and professional, interactions sometimes felt a bit scripted rather than tailored, and there were missed opportunities to create more meaningful, personal touches throughout the stay. Overall, it was a very comfortable and refined experience, and with a bit more focus on personalization, it would easily reach a flawless five-star level.

One of the most luxury hotel in Tokyo with great and polite service. Breakfast eventually got worse every time i stay, so hopefully it can be solve positively. Club lounge is a hightlight and one of the best in Japan. Full health club with sauna, steam, pool, and gym. A rare in Japan nowsaday.

We spent two nights at the Ritz in December to celebrate our anniversary. Upon arrival, we were surprised to learn that the hotel had no record of our reservation, even though we had booked directly through Marriott and had confirmation details. It turned out that our booking had been mixed with another guest who shared our surname, which raised serious privacy concerns. Additionally, I requested the hotel to send a package within Tokyo, but the staff failed to dispatch it on the first day, requiring me to follow up to ensure it was eventually sent. As a Titanium Marriott member, I was offered $25 in food credits, but nothing further. Considering the nightly rate was nearly $1,000, I found the service disappointing and do not plan to stay at Ritz hotels again in the future.

I cannot say enough good things about this hotel. My wife and I stayed 2 weeks--part business, part vacation. We both have very serious food allergies (which can be difficult in Japan) and, consequently, needed to eat nearly all of our meals at the hotel. They took exceptionally good care of us, customizing our meal orders and delivering meals that match or exceed anything I have eaten anywhere. The entire hotel staff is first rate. The room was spacious, quiet, highly functional. Maybe the best bed I have ever slept on. The location is fantastic. The Japanese garden across the street from the hotel is a really nice feature. We can't wait to return!