I stayed with my wife and daughter (age 10) and son (age 7) for 4 nights during our kids' Easter break. I selected the hotel because, based on my research (including hours on Tripadvisor), the Excel was one of the only hotels in Tokyo that offered a quad room. Tokyo is an expensive city, so I did not want to pay for two rooms if I could avoid it.

We were very pleased with this hotel. It is not luxury. The Narita Express bus line does drop off passengers at a bus stop in the hotel complex rather than at the enterance to the hotel (so we endured the 5 minute walk). The television was a big old tube style model. The soap and shampoo are provided in big industrial pump canisters that are obviously not changed with each guest. The towels are pretty thin and the amount was insufficient for a family of four. The decor is fairly old and minimalist.

But these issues are minor. The room was set up in a quite unique manor. There were two twin beds arranged with a night stand in between on each side of the room, with a table and chairs in the middle (somewhat akin to a dorm room). Each "side" had its own large window overlooking the bright lights of Shibuya, but with blackout curtains so sleeping was not an issue. There was a large closet, and the toilet was in a different room then the vanity and shower, which was convenient for 4 people.

The location is amazing, as discussed in numerous prior reviews Nothing further needs to be said on that issue.

What was quite unexpected considering the experiences of prior reviewers was the exceptional service that we received from the front desk. Aside from check in and check out which were flawless, the front desk provided exceptional information in regard to visiting a sumo school (which was the highlight of my trip). They ensured that it was open and available, and provided detailed directions, including providing the address in Japanese so the taxi driver outside the subway station could easily understand it. They provided detailed subway instructons so we could easily travel from place to place. They provided complete and accurate instructions on getting to and from Disney on the train. They called a restaurant owned by one of the famed "Iron Chefs" to see if the man himself was going to be there (he wasn't, unfortunately). They procurred last minute reservations at a popular Roppongi reataurant. They arranged our return transportation to the airport. The assisted us in obtaining information to go to a baseball game (a great experience).

As stated in previous reviews, the hotel is located in a mall. We found that to be no problem and, in fact, the easy choices for a quick breakfast and evening snack with 2 kids in tow was welcome. As was the easy access to the Shibuya train station. Although there have been numerous comments about the size of the station, have no fear. There is a manned ticket counter at the enterance to the station from the mall, and every train is color coded. Just follow the signs. As we are trying to "train" our kids in the ways of travel, we let our kids lead the way in the train station, and even our 7 year old had no problem simply following the colored signs.

My family and I cannot thank the front desk staff enough for making our Tokyo adventure a huge success. The last time that I was in Tokyo (sans kids) I stayed at the New Otani. This location is much better, and the Excel is far more family friendly.

It is not world class luxury, but we received a quad room for less then most Tokyo hotels charge for a double, and we were treated to exceptional service.

Arigato, Excel.

We stayed here as part of our honeymoon as we love Shibuya and the famous crossing. We requested a high-floored room with a view of the crossing and were absolutely amazed with the room we were given which was on the 24th floor directly overlooking the centre of Shibuya and the crossing.
The service here was great, the rooms clean, spacious and comfortable with a seating area by the large window.
Shibuya is a vibrant and buzzing place to be, we really enjoyed our stay in this hotel.
What we liked most - the view and high-floored room.
What we liked least - the hotel entrance is within the entrance to Shibuya Mark City which is a shopping mall with restaurants and could be a little busy but other than this, the hotel has an ideal location, being directly opposite Shibuya station.
We treated ourselves to room service breakfast on a couple of occasions which was really nice, lots of variety.

Stay for business. Reservations was actually handled by local Japan office. I got a deluxe room which is a bit larger than the normal room according to the floor plan.

Check in was fine and the room is fine. I didn't get a room that faces the crossing but that was alright. The room itself was nice. Large LCD TV, standard queen bed with a sofa and small desk. Bathroom was surprising large compare to other Hotel's I've stayed at in Japan. The toilet wasn't heated but had all the other electronic stuff on it.

Only odd thing was the soap dispenser. They were the large industrial size pump bottle. One next to the sink and two in the shower. In the shower, one was shampoo and the other was conditioner. Since they are the large industrial size, I don't think they replace when people check in/out. Only when empty. I find that odd since I find Japanese people are very particular when it comes to personal hygiene and germs.

The location of this hotel is key. It is right on top of Shibuya station. As other have noted, it faces the busiest crossing in the world. It's a sight to see. Even if you don't get a room that faces the crossing, there are windows next to the elevators that overlook the crossing. I'd spent some time just looking at the crossing at night. Since the hotel is in Shibuya, there are lot of places to eat and things to see.

Close by there are several clubs and "love" hotels. Right across the street, there are plenty of shopping and restaurants. For Harley Davis fans, there is a Harley dealer/store close by. My co-working had to go there to pick up T-shirts.

There is one slight warning I want to give that I think hasn't been mentioned before. Although the airport bus from Narita does stop at the hotel, there is no porter / bell hop at the main drive way. It's hard to explain but the airport bus doesn't stop in front of the hotel but at a bus stop. The bus stop is not on the street but sort of on the property of the hotel. You have to carry your baggage into the lobby of the hotel from the bus stop before you see actual porter / bell hop. The actual distance is not far at only about 100M or so. To take the bus from the hotel to Narita, you can call the front desk before check and tell them you are taking the airport bus. They will send a porter to collect your baggage and make sure it gets on the bus.

Overall, it is a great location and fine place to stay while in Tokyo.

I book this hotel thru an Expedia package. 2 adult and 2 children came out to a triple room as my 14-year old is considered an adult. When I arrived, they said they don't have a triple facing the Shibuya Crossing and also, they didn't have a non-smoking room, things which I had asked for. They put us in a 9/F smoking room facing a huge flashing neon sign. The room stank of smoke and that flashing neon sign drove us bonkers. I requested something else and they put me onto the 15/F, still a smoking room but a bit better without the neon sign flashing all night. I can still smell the smoke thru the sheets and on all the upholstery.

The next day, the front desk said they found me a non-smoking room on the 10/F, right in front of that flashing neon sign again. We have to pack all our stuff and move down to that room. I said I'll rather stay where I was. They then had the audacity to say I MUST move to the 10/F, there's no higher non-smoking floors. I asked to talk to the manager , it's then that they come back with an offer for a Quad, non-smoking on the 18/F, facing the crossing. So, obviously there are floors higher than the 10/F that are non-smoking; they just don't want to give it to me. I said I don't need a Quad, I just wanted to get a room that I paid for. All that arguing just to get close to what I had booked originally!

So we settled in what is actually a 2-bed suite with the sofa converted to a bed and a temporary bed added. The extra beds actually stick out into the entrance. They called it a Quad but we didn't bother to argue, we just wanted to get on with our holiday. For two days, we spent in that so called Quad and we're fine. Then on the third day, we came back in the evening to find they had changed the converted bed back into a sofa and removed the fourth set of amenities! I called the front desk and ask them to return the setup we had before. They sent 2 guys from the front desk to argue that I've only booked for a Triple and that's what I'm getting. I told them I'm fine with getting a triple but it's their manager that gave us the Quad setup, now they're going back on their word?

Anyway, we finally got our Quad setup back but only after much argument. I really don't need this! Throughout the ordeal, the staff were courteous but were so inflexible. I don't think they meant to screw this up so badly but lying about not having a higher non-smoking floorsand not communicating about the Quad offer to their fellow staff surely doesn't help their cause. It's like no one can deviate from the play book. They never even offer a breakfast or something to compensate for us having to spend the first night in a smoking room. The hotel itself might be fine, rooms were clean, location was great but the service has been atrocious.