Tokyo Marriott Hotel

Karki Shree Krishna, the restaurant manager, was especially friendly and provided exceptional service. Breakfast was amazing, both in food quality and selection, and the Executive lounge had a stunning view. The staff went above and beyond to make sure I was comfortable, knew my status, and treated me accordingly. Everything was spotlessly clean, and the amenities were impressive. During my 14-night stay, I was upgraded to a better room midway through, and a few days later I was offered a larger room. The hotel itself is quite old and needs renovation soon. The rooms are missing basic features like USB ports on the walls, and the bathrooms feel dated. It's also far from things, which wouldn't be an issue if the shuttle ran more often. Some public transportation is reused now, but it's not convenient. Even so, the stay was great overall, and the staff's service stood out.

Trying to book rooms for my family of four, including two young kids, through the Bonvoy Premier desk gave me a headache. We can't share a room, which is fine, so I asked for connecting rooms. The representative called the local hotel and was told they didn't have any connecting rooms, only rooms next to each other. That's insane. Who splits up a family on vacation? I can only imagine traveling all that way and then being told we can't even have adjoining rooms. Aren't these hotels used to accommodating families? I've never had this happen before!

I'm a Bonvoy Platinum member, but I wasn't upgraded from my standard King room on the 15th floor. They said the hotel was fully booked, even though I saw them making up larger rooms on that same floor. Lies! My profile says I prefer a room near the lobby, which all Bonvoy properties are supposed to be notified of, but the Marriott staff hadn't been told and assigned me to the dead end of a corridor. At 16:30 I asked for afternoon tea in the lobby lounge and was refused because it closed at 17:00. When I went to the lounge just to get a Coke, my son was at the entrance and the Indian woman on staff immediately said he had to pay to enter. My first impression was that this hotel was hungry for money, especially after paying over 135000 yen for two nights. The shuttle schedule is supposedly available, but service is infrequent and doesn't run in the afternoon. The last bus is at 19:30. Walking to Shinagawa station is far and difficult in the rain, especially off office hour. The shuttle is shared with the neighboring office tower, and Japanese people from there chatted very loudly. I complained to the Front Office Assistant Manager, who offered only 1000 points and a slight upgrade to a Deluxe King on the 11th floor. Thanks for putting this place on my blacklist. I won't be back.

Karim’s tea recommendation was a hit with me, and he even gave me some to take home on our last day. That personal touch was part of what made this Christmas trip with our family of four feel so special. The restaurant team, Karim, Chhetri, Karki, Ekata, Yashi, and Matsuma, treated us like family from day one. They remembered which fruit our kids had picked, brought sliced apples and kiwi to our table each morning, and made sure there was crispy bacon for them too. When we left, they brought chopsticks for the kids. Everyone was warm and easy to talk to, and the care felt genuine throughout our stay at the Tokyo Marriott Hotel. As an Elite Bonvoy member who travels often, I’ve stayed at hundreds of Marriott properties, and this was the best Marriott experience we’ve had. I’d happily recommend the hotel to anyone visiting Tokyo, and we’ll be back. Marriott could learn a lot from this team’s hospitality.