THE KAHALA Hotel & Resort YOKOHAMA

Amex FHR benefits: Our view was lovely, and we booked a city-view room knowing we probably wouldn’t get an upgrade. The Amex $100 credit didn’t go far; it felt like we used it on basic facilities, like the pool plus 15%, that a 5-star hotel ought to include. I wish we’d stayed at Pier 8. This place seemed to charge extra for every little thing and didn’t feel or look like a real 5-star hotel. Maybe it would have been fine in the 80s. I wouldn’t recommend it unless you want a dated 5-star hotel that feels and works like a cheap resort. I won’t be back, though I’m grateful to the kind staff who made it bearable. The staff were lovely and went out of their way to help. The bar cocktails were fantastic, and the bartender was great. We didn’t try the other restaurants, but expect a simple meal to cost at least 10k each. They didn’t mention all the added charges. The bar charged a 1k fee just to sit there, even as hotel guests, plus a 15% service charge. It’s the only place in Japan where I’ve seen that. The spa also adds a 15% service charge, and tattoos aren’t allowed in the spa facilities, even if they’re smaller than a penny. Staff told us pool access was free, then charged 3k each for the pool and jacuzzi. The jacuzzi turned out to be reserved for private use for three hours, so we couldn’t fully use the facilities we paid for. Communication in English was just okay, with lots of misunderstandings and unclear paperwork. Check-out is insane: ours took 15 minutes, but I still don’t understand why guests have to wait on couches to be called to a desk instead of just dropping off a key. Check-in was annoying too. We waited 20 minutes to be called to a desk, and there wasn’t even a welcome drink. It felt like running an errand at a government office. The decor is tacky and dark. Breakfast was just okay, and the room was a dark hall with TV screens and vintage decor. Keep your expectations low and you’ll be fine, but I found it jarring and depressing.

The Japanese breakfast at HANAGOYOMI was impressive and thoughtfully put together, with food and service both above and beyond. I loved the spa and the phenomenal amenities, especially the modern, high-tech hair dryer and kettle. I haven’t seen appliances of that quality in other 5-star hotels. As an Amex customer, there were plenty of activities at the resort, and we barely needed to go off-site. The combination of hotel and resort made this, by far, the best place I’ve stayed for more than two days.

We picked Yokohama because room prices are much cheaper than Tokyo, while the Shinkansen is still easy to reach. We’d landed at Hadena in the early evening and were heading to Kyoto the next day, so we stayed for just one night. The room was generous in size, and everyone on staff was welcoming and friendly. The bathroom was excellent and had all the amenities you need, and the lobby was very pretty. I’d recommend this hotel for either business or leisure in Yokohama.

The room was huge and really nice, but check-in was a nightmare. We arrived at 3:20p on a Sunday, after 3p, and found about 40 people sitting in the lobby waiting. They took my name and I waited 30 minutes. Once they called me, the process itself took 45 seconds. For such a nice hotel, I don’t understand why check-in is so bad. I could understand if I’d arrived early.