Ginza Hotel by Granbell

The staff were rude and kept asking us for extra money. It was partly our own mistake, I admit, but they took a lot of money from us. The rooms were also far too compact for us. The only good thing was the location. If you’re looking for a peaceful, restful stay in Japan, do yourself a favor and stay miles away, especially on your first trip.

My parents had a shockingly bad stay at Ginza Hotel by Granbell. On 9 December 2025 at around 19:00, I called the front office to ask for drinking water. The staff member I spoke with was among the rudest I’ve encountered: they dismissed the request, said nobody was available to bring anything, and told me to go to the 5th floor to get water myself. For a hotel claiming to be four-star and charging a premium, this was worse service than a budget hotel. The attitude was disrespectful and unprofessional, with no basic hospitality. Management needs to train staff to meet even ordinary customer service standards. This ruined the guest experience and reflects very badly on the hotel. Until it takes service seriously, I’d advise people to reconsider staying here. I absolutely don’t recommend it.

We chose this hotel for a family trip to Tokyo after having nice stays at the Granbel hotel in Kyoto. We paid the full price for a room for three, but when my child was staying on a sofa bed, the staff refused our simple request for an extra futon. They said the room wasn’t designed for that arrangement and that no extra bedding was available. The inflexibility and poor service spoiled what might have been a lovely boutique hotel stay. We also saw stains inside the water boiler and on the toilet, which made us feel the hotel chain’s cleanliness standards had declined. The manager seemed distant and rude, and the hospitality overall was a complete nightmare. We won’t choose this hotel company again. Other places offer better accommodation and treat guests with more genuine care.

Breakfast is on the 10th floor, with a nice view. The food selection was acceptable, though I would’ve liked more fruit options. The hotel was clean and well maintained, and our room was a decent size. Although we were close to the train tracks, we didn’t hear any noise during our stay. There are lots of dining choices in the same building and along the street, and Ginza Metro Station is conveniently close. A taxi to Haneda Airport costs about 8,000 JPY.