"Disappointment" is defined as the feeling of dissatisfaction that follows the failure of expectations or hopes to manifest. Coming to this hotel (for my final (3) nights of a (19) night visit to Japan) as the highest status at Hyatt (Diamond), I had both high expectations and hopes for this hotel stay. My first (16) nights of this special "father-son" trip were spent at various Starwood properties in Tokyo, Kyoto and Hiroshima. All three Starwood hotels delivered amazing experiences for use (as will be written up in reviews of all three hotels in the near future). We saved this particular hotel for our final three nights of the trip and even made it a point to stop by the hotel a few weeks ahead of our stay to meet with the Concierge (there is no front desk per se as the concierge serves as both a concierge and a front desk for the most part at this property) to discuss our stay. And, it is with respect to the Concierge service that we have our biggest disappointment with this hotel.
First, let me make a personal observation (one of my opinion only and perhaps not the impression of others in my same boat). When I ended up "paying for the room using Hyatt points", I personally got the feeling that the level of service I received might have been influenced by that reality (say as compared to the next guy socking down $1,500,$2,000 or even up to $10,000 (USD)/night for a paid suite at the hotel). It is not unusual that even the "cheapest" hotel room at this property can cost $500-$750/night. Let's face it ... using a paltry 22,000 points to "pay" for the room is quite the deal for a Hyatt Gold Passport member. But, it was my personal experience that either the use of those points or just pure miscommunication resulted in some well below average service. For example, my request to find my son and I a reservation at a 3 Michelin star restaurant in Tokyo went entirely ignored by the Concierge throughout our 3 day stay. This was a far cry from the service we received at the Westin Kyoto where that Concierge (on 1 Day notice) got my son and I into a fabulous 3 Michelin Star restaurant for dinner. When I brought this disappointment to the Concierge's attention at Checkout, it essentially fell on deaf ears. In fact, I did not even receive a 1,000 point "Diamond Amenity" at checkout as I was told I had used points to pay for the room and essentially was not entitled to it. Interestingly, I just spoke with a Supervisor for Hyatt in the US who told me I had every right to receive a 1,000 point amenity at check out at this particular hotel. In all fairness, this issue is now under investigation at Hyatt as there seems to be a split of opinion on whether Diamond members indeed lose their 1,000 point welcome amenity when using points outside the US. But, here again, after the Concierge FAILED on the one important item we requested concerning a special dinner reservation, it did come as some surprise when this amenity request (valued at $15 or $20 perhaps?) was declined at check out. In other words, would it have been that much of an imposition to provide a Diamond member 1,000 points at checkout when the ball was so badly dropped on assisting us with our dinner reservations? And, I repeat that I was not asking for (a free) 1,000 points that I did not believe in good faith I was entitled to. Indeed, even at this very moment, a Supervisor tells me I was entitled to these points (the investigation continues as to the interpretation of the April, 2013 modifications by Hyatt on this very matter).
Second, this hotel does not even offer top Status Hyatt Diamond members any food whatsoever with the beer or wine they offer at "Happy Hour". Want a Burger and fries with that beer ... on the snack menu at roughly $50.00 US Dollar! What a disappointment after enjoying Hyatt Lounges such as the great one in NYC, etc.. When I asked why this particular hotel did not offer top status Diamond members any food at the 5:00 - 7:00 p.m. Happy Hour, the answer I got was "the hotel was too small" as it only had around 175 rooms. What kind of answer is that?
Third, I was told that the hotel rarely offers its Diamond members any suite upgrades even if suites are available. In my case, I received the minimal room upgrade ... again, a far cry to my experience at the (3) Starwood hotels I stayed at on the other (16) days of my trip. These other hotels upgraded me to a suite for EVERY night of the 16 nights I stayed with them! I can only assume my top status over there means a whole lot more in Japan.
I am hoping this review serves as a small "wake up call" to the hotel that no matter how "big" and "in vogue" your hotel becomes (from movies or otherwise), that you should never forget the dedicated top status Hyatt members that made Hyatt what it is ... perhaps the great hotel chain in the world! For sure, paying with points should not make one a "second class" citizen at any hotel and especially this one; in fact, it should elevate one to the highest standard, as these points are earned through countless loyal stays with Hyatt throughout the world.
Finally, I took the time to write a sincere email to the Concierge at this hotel detailing my disappointment with the service I received. Nearly two weeks later, that letter has not even been responded to.
So, why did I give this hotel a 2 star rating and not a 1 star rating despite my real (and serious) disappointment with my stay?
First, the hotel itself is amazing. Simply an elegant and beautiful hotel and, overall, the staff was wonderful (outside of our experience with the Concierge/front desk). For example, the room service folks were great as were the housekeepers. Even the folks assisting you at the front door with cabs or limo buses were warm and friendly. And, through the failure of getting us a reservation at one of the 3 Michelin Star restaurants in town, we ended up eating two nights at the NY Grill at the hotel where we met "Roman", the new manger of the restaurant. Roman was fantastic. Not only did he assist us with ordering all the right dishes, but you could see just how sincere and genuine a person he was. He is what the spirit of Hyatt is all about. This gentleman will, no doubt, go very far in the Hyatt organization (or anywhere else) throughout the years (and he is not doing all that bad running the NY Grill at such a young age).
I made it a point to not let any of the disappointments I encountered at the hotel impact the sensational "father-son" vacation we were enjoying while we were at the hotel. But, after I dropped my son at his college, I started reflecting upon the 19 day vacation and the "night and day" treatment we encountered as top status members at all the other hotels in the other chain as compared to this one. The contrast was clear. To add insutt to injury, when I took the time to spell out some of my concerns in writing to the hotel, my correspondence was essentially ignored.
In closing, I want to make it clear that my low marks for this hotel tie in ONLY as a Diamond member guest coming to this property and my opinions and impressions as a "point spender" staying here. That Diamond status is earned year in and year out through dedicated commitment to Hyatt hotels. When I finally use my hard earned points, I want to feel my dedication to Hyatt is appreciated. I simply did not feel that way at this hotel. I hope the hotel takes my comments to heart and truly reconsiders the benefits it offers the Hyatt Diamond status members in the future.
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- Also Known As:
- Park Hyatt Tokyo Hotel Shinjuku
- Hyatt Hotel Shinjuku
- Hyatt Tokyo
- Shinjuku Hyatt
- Park Hyatt Tokyo Shinjuku