I was in the older tower, so experience my be different in newer tower. Location is good, convenient with bus to Narita, restaurants nearby. Room felt cramped and small, room service was extremely expensive. I felt this was an "ok" hotel and would stay again if there is a good deal on price, otherwise I will look elsewhere.

Very dissappointing. Be careful as the name "new" Otani is anything but new. We stayed for 5 nights with two kids in a tiny room with an extra bed.
Despite the hotel being very quiet we were given a room which overlooked concrete highways, not the famed 400year old garden.
The room was tatty and old with holes in the chair and had a general worn look.
One of the reasons I booked here was the pictures of their great swimming pool HOWEVER they charge Y5000 per person (USD60) for a swim and do not allow under 18 yr old children. So in the heat of summer, at the end of a hot day touring Tokyo we had nowhere to relax other than a tiny room overlooking the freeways and concrete.
When I approached the front office manager requesting a change or upgrade to make our stay more enjoyable, he wanted an additional USD200 per night for a "newly" refurbished larger room. He did not seem to hear that we were not happy.
Concierge and laundry staff were exceptionally helpful though and added a small happy touch to an otherwise dull, experience. Location is perfect with easy access to the subway.