Am a diamond member of Hyatt. This hotel should not be even in operation. While rooms / interior / pool is nice, the service is terrible. Try ordering tea at breakfast and if it arrives within 10 minutes consider yourself lucky! Staff has poor English understanding. We made several restaurant reservations on advance up find on arrival no information packet ready or maps on location! Unlike Park Hyatt Tokyo or Grand Hyayt Ropponggi, where they give you a package of full restaurant details, Andaz Tokyo forgot what places they even booked for us! After requesting these the first day, they were still not done. When questioned why, the Andaz Host said they didn't have the time! Ridiculous! Then on the second day, we came back at 3pm to find room not even cleaned! I asked to speak to the General Manager, unavailable! Director of rooms was completely useless and said sorry we could not live up to your standards! Is having my room done by 3pm difficult? Do the management even have experience in running a 5 star hotel or do they even care? On checkout day, took over 30 mins to settle my bill as complete chaos! General Manager and director of rooms both in Andaz Lounge / lobby area, did absolutely nothing in looking after guests, these two management people complete useless as just wander around "looking busy." All in all will never return and a huge disappointment!