The Westin Miyako Kyoto (KASUI-EN)

The concierge team made my trip to Kyoto much smoother. Mr. Andrea Napolano and Ms. Miyuki Kawamura were professional, warm and attentive while helping with an issue involving the express company. Their help made the experience much more enjoyable, and it's rare to come across service this dedicated. I hope the hotel passes along my thanks, and I look forward to coming back soon. The Westin Miyako Kyoto itself is stunning, too.

The rooms feel tighter than their listed size suggests. There's a long, roomy corridor, but hardly any space around the bed, so the unusual layout makes the room seem surprisingly small. Breakfast is plentiful, though very busy, and at peak times the dining area has a bit of a cafeteria feel. The hotel is also somewhat far from the city center, which matters if you like walking everywhere. Still, the service is friendly and attentive, and the place is clean with a pleasant atmosphere. A few changes to the room layout and breakfast flow could make this a great stay.

I travel a lot and have worked hard to keep my Marriott Titanium and Hyatt Globalist memberships, so service and quality matter to me. I'd recommend this Westin, a tier two five-star brand, but I wouldn't go as far as strongly recommending it or calling it a must-stay. The food and drinks during happy hour were good, and the rooms were very clean. The hotel's outside the center, so you'll need a taxi or shuttle bus for most places. Lobby staff, the bell desk, most front desk staff, all the shuttle drivers and the housekeeping team were very helpful and friendly. The less welcoming service came from the young white-shirted waiters in the third-floor lounge and the male chef making fried egg omelets at breakfast on the second floor. They weren't friendly, helpful or warm, which surprised me at a Westin in Japan. I don't know why they acted that way. If staff aren't happy, how can guests from around the world enjoy their stay or feel good asking for service?

The room had a very nice view, and the front desk staff were helpful when explaining the facilities and services. The public baths and sauna were clean and not crowded, and the shuttle to Kyoto train station was convenient. The restaurant's breakfast and lunch buffets were average, with too many cold dishes. The club got busy during happy hour, and the snacks were just so-so, though there were plenty of drinks.