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“This is definitely NOT a 4.5 star hotel” 2 of 5 stars
Review of Hilton Tokyo

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Hilton Tokyo
4.5 of 5 Hotel   |   6-6-2 Nishishinjuku, Shinjuku, Tokyo Prefecture 160-0023, Japan   |  
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Ranked #3 of 69 hotels in Shinjuku
Senior Contributor
25 reviews 25 reviews
9 hotel reviews
Reviews in 18 cities Reviews in 18 cities
18 helpful votes 18 helpful votes
“This is definitely NOT a 4.5 star hotel”
2 of 5 stars Reviewed February 10, 2013

If the difference between the Mandarin Oriental and the Hilton Tokyo is a half a star there is something drastically wrong with the way things are rated.

The overall check in process was fine until what we were told was an upgrade to a better room (because of our gold status) was actually a downgrade. We booked a king bed non-smoking and were told they had an upgrade for us on a floor with executive lounge access. We entered the room and it was -on an smoking floor - had a double bed , not a king - was cramped and extremely dated - and the bathroom was disgusting
We called downstairs and they tried to tell us that nothing was available to switch us to that night after asking 3 times for the managers email address they then mysteriously had a room to move us to. This room isn't much better. While it has a king bed the carpet is made of cheap felt that's worn the couch is worn as well And the leatherette has a hole in it that someone tried to paint over to make it less noticeable. There are scuff marks all over the floor moulding

and then there is the Bathroom. You can't use the shower normally because the water sprays out of the tub and floods the floor. The bathroom is so dated and grimy that its not worthy of being in even a 3 star hotel.

Then there is the minibar - coca cola is 550 yen pricey but fine.... DONT Go to the buffet and order one thinking it will be priced similarly because its not, it's a whopping 950yen. Seriously.

Do not stay here thinking that its a 4.5 star hotel, because its not and your wasting your money.

  • Stayed February 2013
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerTokyo, General Manager at Hilton Tokyo, responded to this review, February 12, 2013
Dear guest,

My team and I are extremely disappointed with your review and will balance your comments with our response for this forum:

Your reservation was for a Standard NS King room however you strongly requested an upgrade and was advised no rooms except for a smoking Executive QUEEN room (Hilton Tokyo does not have any double beds) was available (as the hotel was full) which you decided to accept. The final room you were allocated was only available due to the departure of the guest later in the day (and was not available/clean at the time of your arrival). As an upgraded Hilton Hhonors guest you were provided lounge access, breakfast, all day refreshments (complimentary premium beverages), afternoon tea, evening cocktails and canapes and wifi with our compliments. The room offered was a 5 category upgrade from the one reserved and charged.

Your comments are also misleading for this forum in regard to: Carpet - at Hilton Tokyo is not felt but 100% high quality wool throughout. Leather furnishing is 100% leather, walls are not scuffed or damaged, bathrooms are cleaned and maintained to the highest standards and our hand and fixed showers spray wherever directed.

Hilton Tokyo is a full service upper upscale hotel and should not be compared to Luxury Hotels such as Mandarin Oriental or our sister hotel Conrad Tokyo. Our pricing also reflects this clearly as does all of our communication and the team makes every effort to deliver a great stay as regularly highlighted on this forum.

Unfortunately not every hotel is suited to every guest and we urge tripadvisor readers to balance their opinion of this hotel with the great majority of overwhelmingly positive reviews on this website.

As mentioned in previous management responses Hilton Tokyo is also further upgrading our facilities and will launch 100% new Deluxe and Executive guestrooms progressively from February - April 2013. These rooms along with already renovated Hilton (standard) guestrooms will clearly establish this property as one of the finest Deluxe Hotels in Tokyo.


Sincerely

Mr Jamie Mead
General Manager
Hilton Tokyo
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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English first
Fairfax, Virginia
Contributor
18 reviews 18 reviews
18 hotel reviews
Reviews in 17 cities Reviews in 17 cities
19 helpful votes 19 helpful votes
4 of 5 stars Reviewed February 9, 2013

I made a stop over in Tokyo on my way to China to meet friends for a dinner in central Tokyo. Since I am a loyal HHonors Diamond member, this hotel being in the heart of Shinjuku was a natural choice. Narita Airport shuttle had a direct stop at the hotel.

The hotel is solid in most areas, e.g. room, facilities, restaurant service, etc. as many others have reviewed. So I won't repeat here. From my experience, there were 2 areas that can be improved upon:

- Check in: While there was a marked check in line/area designated for HHonors next to the general check in line, it was not in operation at the time of my check in, even though there was a long line of 5-6 parties and no staff inquired if anyone was a HHonors member.

- I had a reservation at the hotel for the airport shuttle in early morning. While the shuttle bus was by the entrance on time and the shuttle bus driver already got all passengers onto the bus, it took 10-15 mins before the hotel staff came out to exchange paperwork with the driver and confirm the passengers boarded from the hotel. The shuttle thus had a late departure.

I would like to reiterate that the aforementioned feedback should be deemed as a tune up point, not a turn away point. The hotel is great all around. I will always go back to the hotel when I visit Tokyo.

  • Stayed November 2012, traveled solo
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerTokyo, General Manager at Hilton Tokyo, responded to this review, February 11, 2013
Dear guest,

Thank-you for your review and we are very pleased you enjoy staying with us in Tokyo.

My team and I look forward to welcoming you back.

Sincerely

Mr Jamie Mead
General Manager
Hilton Tokyo
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tokyo
Senior Contributor
43 reviews 43 reviews
22 hotel reviews
Reviews in 22 cities Reviews in 22 cities
17 helpful votes 17 helpful votes
5 of 5 stars Reviewed February 7, 2013

First rate staff responsiveness - delighted to have Eggs Benedict and free refill of cappuccino at lobby restaurant, superb Indian dinner at Ashoka restaurant in Arcade and easy access to Oedo train line from arcade so that we could go to Toshimaen Garden Spa in 18 minutes. Had wonderful holiday break there and would go again....

  • Stayed December 2012
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerTokyo, General Manager at Hilton Tokyo, responded to this review, February 17, 2013
Dear Guest,

It is fantastic to hear that you really enjoyed our hotel and your holiday in Tokyo!

My team loves to hear from our guests and your time to share your experience on this forum is valued.

We wish you safe future travels and look forward to welcoming you back.

Sincerely

Mr Jamie Mead
General Manager
Hilton Tokyo
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Paris, France
Senior Contributor
34 reviews 34 reviews
27 hotel reviews
Reviews in 26 cities Reviews in 26 cities
21 helpful votes 21 helpful votes
3 of 5 stars Reviewed February 7, 2013

hello
i recently stayed during a week at the Hilton Tokyo.

the lobby is quite huge and easy to use.
i just did not like the breakfast area located in the middle aside from the lobby.
it's an open space with a really good buffet but the location is poor without any outside view.

what a deception for the room....oldies carpet oldies furniture nothing really exciting or trendy and worst is the bathtub ..... with a shower curtain as if we were in the middle of a lost motel......
this is a deception for a Hilton class hotel.

Service is great and staff is really helpful and caring for your requests.

  • Stayed January 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerTokyo, General Manager at Hilton Tokyo, responded to this review, February 8, 2013
Dear Guest and tripadvisor readers,

The room type in this review will be completely removed from our inventory in February 2013. Our new market leading new rooms and bathrooms will be progressively available from March 2013 and completed by April 2013.

Please accept our apologies for not meeting your expectations but our assurance that the older style rooms and bathrooms have been addressed.

Thank you though for your praise of the team and our breakfast quality.

Sincerely

Mr Jamie Mead
General Manager
Hilton Tokyo
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South Florida, Florida
Reviewer
5 reviews 5 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
5 of 5 stars Reviewed February 6, 2013

My wife and I had the pleasure to stay at this beautiful hotel on December 6-7 2013. What an adventure for someone who has never experienced an earthquake. On arrival we requested and received an upgrade to a mini suite on the 26th floor (I would highly recommend doing this by the way). From our nicely decorated, comfortable room we had a beautiful view of the city. In the early morning hours and later that night we got the thrill of a lifetime; a rumbling sound and the feeling of the ground moving under your feet. We looked outside our window to see buildings swaying. We saw people walking around like it was just another slight inconvenience. The longest of the two earthquakes we experienced lasted about 90 seconds. Fortunately, there didn't appear to be any damage. The only slight inconvenience that we had was that the elevators were shut down for about an hour.The staff at the hotel were very calming and professional. I loved Tokyo and all of the convenience this hotel has to offer. I am glad to see it passed the earthquake test. I would definitely return.

  • Stayed December 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerTokyo, General Manager at Hilton Tokyo, responded to this review, February 13, 2013
Dear guest,

We sincerely appreciate the time taken to post your review and your great impression of our Hotel.

It is unfortunate you experienced an earthquake however as noted the team and building here are fully prepared for this occurance.

We look forward to welcoming you back.

Sincerely

Mr Jamie Mead
General Manager
Hilton Tokyo
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Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed February 6, 2013 via mobile

This is our 2nd time staying at this hotel and both times it hasn't disappointed. The staff are welcoming, friendly and knowledgable. The free shuttle to Shinjuku station is great, really easy to find and always on time. This is a great service and adds to the overall experience. The hotel it's self is fantastic, really well maintained and has everything you could need. If you are looking for a reasonably priced hotel in a great location, the Hilton Shinjuku is the place to stay.

Stayed January 2013, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerTokyo, General Manager at Hilton Tokyo, responded to this review, February 8, 2013
Dear Guest,

Thank you for your wonderful review and my team and I thank you for your time and look forward to welcoming you back.

Sincerely

Mr Jamie Mead
General Manager
Hilton Tokyo
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Haenam, South Korea
Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed February 5, 2013

As an expat living abroad, rarely do I find a hotel that reminds me of home, but the Hilton Tokyo nailed it! The bed was a western bed and extremely comfortable, the breakfast was superb, and the concierge was wonderful. We unfortunately only had 24 hours in Tokyo and wanted to make the best of it, and the concierge helped us plan out our activities so that we saw everything on our list.

Stayed June 2012, traveled as a couple
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerTokyo, General Manager at Hilton Tokyo, responded to this review, February 8, 2013
Dear Guest,

The title of your review is so nice to hear for a hotelier as we aim to make our guests feel at home!

Your feedback is sincerely appreciated and I will translate and share your review ith the team.

We all look forward to welcoming you back to Hilton Tokyo.

Sincerely

Mr Jamie Mead
General Manager
Hilton Tokyo
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Hilton Tokyo

Address: 6-6-2 Nishishinjuku, Shinjuku, Tokyo Prefecture 160-0023, Japan
Phone Number:
Location: Japan > Kanto > Tokyo Prefecture > Tokyo > Shinjuku
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Family Hotel in Shinjuku
#2 Business Hotel in Shinjuku
#2 Luxury Hotel in Shinjuku
#4 Romantic Hotel in Shinjuku
Price Range (Based on Average Rates): $$$
Hotel Class:4.5 star — Hilton Tokyo 4.5*
Official Description (provided by the hotel):
Hilton Tokyo boasts market leading contemporary guestrooms, spectacular bars and restaurants and one of the finest health clubs in the city. Enjoy Tokyo's most popular location - Shinjuku, with easy access to JR Shinjuku Station and direct access from the hotel to the Tokyo Metro (Subway). Follow us on facebook Hilton Tokyo (Official) ... more   less 
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Also Known As:
Hilton Tokyo Hotel Shinjuku
Hilton Hotel Tokyo
Hilton International Shinjuku
Shinjuku Hilton
Hilton Tokyo Shinjuku

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