Care and attention at Ritz Carlton is almost always a given but the level of personal touch I received as a first-time guest at this property simply blew my mind! Xavi, the hotel GM has reminded me why I choose Ritz Carlton above every other option in Tokyo; catching small signals (tired after a long flight, room not ready) and immediately taking a personal initiative to ensure I have a fantastic stay and went above and beyond to help organize a fabulous dinner and arranged access to a distinctive speakeasy, one of the best of Tokyo. He is also responsible for guiding me to the best pizza in Asia! The spacious corner room I had, had amazing views of the city; the spa on 46th floor prepared me and my friend for a memorable NYE celebration. The location is also fantastic, and very convenient with some of the classic Japanese delicacies (e.g., Harbs cake store) available at the attached building: Midtown Mall. Definitely going back again soon! …
This is, in my opinion , the best Ritz Carlton I have ever experienced. A very well managed property with an outstanding staff. A big thank to Udagawa Takato the housekeeping manager for his kindness and professionalism excelling way beyond my expectations in solving my problem and make my Tokyo experience unforgettable. I will definitely come back again.
Definitely started the new year with a bang! We decided on a family trip to Japan for the holiday season to enjoy winter wonderland. Tokyo itself was a beautiful city and the location of Ritz was very prominent and convenient. The service from the staff we encountered was impeccable. They were so attentive and took care of the kids. Room was beautiful, spacious and clean!
Had an amazing experience in Ritz Carlton Tokyo. Despite the room being a little dated compared to some other ritz carlton around the world. The service here is one of the best. Even with very high occupancy, they manage to treat us attentively. With the extra high price during peak December, I would book again during off peak when I am in Japan next trip.
Wet unhelpful front desk staff and manager. There are essentially no benefits for loyal customers here. This Ritz is unlike all others. Typically Marriott Bonvoy ambassador elite members have access to the executive lounge and receive complimentary breakfast. Not here. I was told I could add lounge access to my King room suite for $350 per day and breakfast for another $125 per day. If your use to a few little perks for your loyalty don’t expect anything from the Ritz Carlton Tokyo. I’ve been waiting for almost 2 hours for my room when I was told It would be ready. They got me for another $150 lunch while waiting. Seems to be a common problem here - another titanium member was expressing extreme is satisfaction at reception when I went to check on the room again. The other guy checking in next to me was also disgruntled with the room they offered him and asked to cancel which they begrudgingly did. I feel sorry for the staff having to put up with a constant barrage of complaints.…
We were disappointed we were put in a room where much of the view was obscured by a ledge, which really dulled our initial excitement after seeing the lobby. Almost feel like they felt they put us there because they could get away with it. Was a bit too late to change by the time I found out. Staff are kind of jaded and not helpful. They'll smile and bow and acknowledge requests but I just don't get the feeling they really want to help. Very different to, say, the Shangri-La across town. My wife arrived at the lobby visibly pregnant, we were wearing normal every day clothes after a long drive, but nobody lifted a finger to help her. But some other guy shows up next to her decked out with the usual international luxury brand logos and the staff are falling over themselves to assist, asking him what he needed, etc. I wasn't even sure if he was a guest. Maybe if we put on a LV or Prada sweater, the staff at Ritz Carlton Roppongi will try harder to help us.…
The room night view was amazing and incredible , that maybe the best night view I ever see in my entire life. The experience at The Ritz-Carlton, Japan was great and morning breakfast service and views and food was wonderful, thank you and Seiko-San and all the Ritz-Carlton Tokyo staff for their warm hospitality. Staying at the Ritz-Carlton in Tokyo was on a short visit. The location is more convenient than Aman Tokyo, and the breakfast is great, there are a lot of foods to order, and the decoration of the hotel is also very high-end and luxurious. My wife and I like it very much I always wanted to try HINOKIZAKA and Azure 45. I will keep this experience in my next stay at Ritz-Carlton in Tokyo I'm glad I chose Ritz-Tokyo first nights to stay Special thanks to GM: Gonzalez Xavi and Takeuchi Seiko, They are very friendly and help me a lot for room decoration and make my Japan travel much easier.…
One of the most disappointing experiences in any hotel I’ve ever stayed at, let alone from a alleged five star one. Simply put, this hotel and its staff simply do not care about customer service (I mean even the most basic form). Below is a quick summary of my experience: Check-in: Arrived at 1:30, was informed that my room was ready for a early check-in and was just getting inspected. After told to briefly wait in the lobby while this was getting done, I started to get concerned after 20minutes goes by and no update is received. I then got tired of waiting and decided to get some drinks at the bar. Eventually, the front desk rep comes by the bar to drop off my room keys and leaves without a word. Room: After finally getting to my room, I was a bit disappointed to see that my luggage wasn’t there yet. Also bummed that I didn’t get an upgrade that I would usually get as a Marriott Platinum member/Amex FHR customer. At the very least, a room with a Tokyo Tower view would’ve been nice, but that too apparently was an unreasonable request. Was further bummed that Platinum status doesn’t get you Club Access at this location. The room itself was just plain and boring, nothing spectacular. Breakfast: The next morning, went to go get breakfast only to find there is a long que of people waiting in line. When attempting to join the que, I found it extremely challenging to get the receptionists attention as they were just talking to each other and completely ignoring me. Once they finally acknowledged me, I was told to “briefly”wait out in the lobby for “10-15 minutes” which was an total BS as my wife and I ended up waiting for roughly 25 minutes before we were finally seated. Once seated, it was another 15 minutes before anyone even came by with a menu, and rather off putting when the server had the audacity to tell us that we had an hour to eat since they were busy and others were waiting! It took another 10 minutes by the time we were finally able to order and another 15 minutes before any food arrived at our table. While the food itself was great, I was too frustrated at that point too even enjoy anything. I also felt bad for the couple next to my table as they were completely forgotten about and didn’t get served until breakfast was almost over. Check-out: Even check out turned into a major headache somehow, even though the front desk wasn’t that busy. But yet, it still took over 10 minutes to do a gd check out. Their solution to this was for me to fill out a paper check out form which was ridiculous. Overall: I’m baffled how this place is a five star hotel. Perhaps I expected too much from a $850+/night hotel. Unfortunately the most memorable thing from this hotel was all of the wasted time and frustration constantly waiting and dealing with jaded employees who could care less about providing customer service. Ritz Carlton Tokyo also does not offer much recognition to their loyalty members (perhaps my experience may be different since I was clearly just a lowly Platinum member). It’s safe to say that I will not be returning here anytime soon. Ultimately, my wife’s bday was ruined and I got a few more gray hairs that day. …
It was our second time to visit the hotel, and we have fully enjoyed our stay this time again. It’s a pity that we can’t see the Tokyo tower from the hotel restaurant again, but overall it met our satisfaction and we want to visit it again for some time.
Situated in the heart of Roppongi Hills with some great views at a great price if you compare to other similar options around Tokyo. Being a Marriott loyalist (up till platinum member), don’t expect any benefits if you aren’t aware of Ritz. No breakfast, no access to lounge or any other benefits. That would leave you a bit disappointed if you are traveling and staying in the property for two weeks. Basically takes away the option of making its working space or a family space. Just started my stay so expect a detailed review as I explore other parts of the hotel.
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.
Claim Your Listing