We got lost the first time we headed for this hotel. we saluted their generosity and hospitality for keeping our luggages on our behalf whilst we went for a short trip out of Tokyo city. Hence, our expectation of their service had been topped since.
On the day of for us to check in, I personally asked them whether it was okay for them to give us a lift for our many huge luggages.
Frankly, despite us being a bunch of ladies, my friends and i were considered quite independent in terms of minding our own stuffs especially when we were in overseas. We will not trouble others if we were capable of doing ourselves. In that case, we had just came back from a whole day of walking around and each of us lugging at least 3KG of baggage. Hence, their little help will really make our day. Mind you, we were not mind of tipping if they kindly send our luggage to our rooms (FYI, there was luggage trolley in the lobby).
We were so shocked when they refused to help us. It wasn't they did not understand what we were requesting because I had explained in understandable universal gestures and known English. Their English level was clearly good given the fact they fully understood my other questions especially on paid services (eg. International calls).
I mean, wasn't hospitality all about providing your customers' needs and requests? We were even surprised with the fact that they were awarded the Best Hotel by Tripadvisor. In fact, the main reason my friends and I decided to book this hotel was because if that reason. Clearly, we had been disappointed when we had not even stepped into our rooms yet.
Generally, the rooms were considered fine given the price we paid. But the cleanliness was unacceptable. Spider cobwebs and dust were concealed. Well, obviously they weren't well hidden.
The bathrooms were truthfully barely covered. I couldn't justify the reason behind their "creativity" of exposing the bathrooms. I believe this hotel wasn't labeled as "love" hotels by the reviewer, was it?
Location wise, I would say it is centrally situated in Shibuya. Tokio Mall was merely opposite the road. Nearest subway was also a few minutes walk. I must say, be prepared for a sloppy hike.
The next time I visit Tokyo, I would apparently choose other hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.