HOTEL SUI AKASAKA byABEST

Across five nights, we kept running into dust and grime, and the way the complaints were handled was deeply disappointing. Both of us began coughing badly on the first night. My boyfriend then found bits of instant noodles under the sheets. We tried to be patient and waited for the scheduled cleaning two nights later, hoping it would sort things out. After the room was supposedly cleaned, we took videos showing dust, dirt, and grime still everywhere. We complained at the front desk, where staff agreed the condition was unacceptable, apologised, and sent someone back to clean. It was still filthy afterward. Today we complained again, and while an employee cleaned, my boyfriend had to help move things and point out dirt. The employee looked shocked and eventually called the manager. At 8pm, with nowhere else to go, the manager offered a refund for only the last night of our stay. That didn't make up for almost an entire five-night stay being ruined. When we asked for her superior's contact details or email so we could formally escalate the complaint, she refused, saying she "couldn't". We have multiple videos and proof of everything. I honestly don't understand the positive reviews. The cleanliness standards were unacceptable, and the handling of the situation was incredibly disappointing.

We were there for five days, and the place was ideally situated within walking distance of several stations. The nearby Akasaka lanes had lots of eateries, bars, and things to do. You get privacy, plus free drinks and ramen hours. The staff were outstanding, courteous, and helpful with everything, with no language barriers. Check-in and checkout went perfectly. They even gave us a traditional send-off for our long trip home, using traditional flint stones, and offered recommendations around Tokyo. Our room was clean, decently sized by Tokyo standards, and had great amenities. There were fun activities at the property, and the sky deck was amazing in the right weather. We had an amazing stay and would recommend it.

The location is fantastic, near the metro but without the crush of Shibuya or Shinjuku. Great restaurants and jazz clubs are within a minute's walk, and G’s Bar is the best. The coffee was great too. Rooms were comfortable and clean, and the breakfast was decent and good value. The staff were the best. Awesome hotel, excellent value, and we'd definitely stay again.

The rooms were small, as you'd expect in Tokyo, and cleaning only happens every three days. That can make rubbish awkward to deal with, since it's not easy to find rubbish disposal in Japan, and you have to get replacement towels at reception. Still, the location was excellent, about a 10-minute walk from the main train station. The front desk also had thoughtful free extras like face masks, moisturisers, and bath salts. The real highlight was the customer service. The staff were incredibly welcoming, kind, and helpful.