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“Relaxing Sanctuary in Energetic Tokyo”
Review of Hilton Tokyo

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Hilton Tokyo
Ranked #4 of 83 Hotels / Ryokan in Shinjuku
Certificate of Excellence
Reviewed May 8, 2013

For first time visitors, the Tokyo Hilton was a fine base from which to explore Tokyo and surrounding country. It is convenient to Narita transportation [airport busses stop right in the driveway and Shinjuku train station is 1Km away. We used the Narita Express train]. Visitors would be smart to use the bus unless they know their way around Shinjuku.

The Hilton Hotel sits amidst the skyscrapers of the Shinjuku district. This is a spotlessly clean area of modern buildings. Outside and in common areas, the Hilton fit this description. Our room was surprisingly large, very quiet, and had all the executive amenities expected from the Hilton brand. The view was outstanding. The only physical area we thought they might improve was the condition of some of the fixtures in the bathroom where years of high occupancy have started to show. It is also worth mentioning that Internet is expensive – around $16.50 per day.

English was no problem. The front desk and baggage storage employees were very friendly, eager to communicate, and quite helpful. We looked for, but did not see, an activities planning desk. We would have found such an activities desk helpful to answer some basic questions about sightseeing in Tokyo and surrounding countryside.

  • Stayed: April 2013, traveled as a couple
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Thank djonce
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerTokyo, General Manager at Hilton Tokyo, responded to this reviewResponded May 9, 2013

Dear Guest,

My team and I are so pleased you enjoyed Tokyo and the Hilton Tokyo!

High speed internet is chargeable at all Hilton hotels (except for elite HHonors members)and in Tokyo we have a reasonable fee of $16-$17 per 24 hours for up to 5 devices simultaneously on a fast and secure network. Alternatively we have free wifi in the lobby on L1 and L2 and in our Business Centre including 3 iMac and 3 PC’s and printers. Internet, iMac’s and printing is also complimentary in our Executive Lounge on level 37.

It is such a shame that you did not locate our Concierge desk as we operate 24 hours and have a wonderful team, including members of Les Clefs d'Or (International Concierge Association) who can provide extensive insight into our amazing city. When you next return to our hotel please visit the team who are located directly adjacent the main entrance and Chocolat Boutique on level 1.

Thank you sincerely for your feedback and we look forward to seeing you again.

Sincerely

__________________________________

MR. JAMIE A. MEAD I General Manager

HILTON TOKYO

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2,441 - 2,447 of 4,409 reviews

Reviewed May 8, 2013

This hotel is huge but service is a bit impersonal. Always crowded in the lobby but check in was efficient. We booked two rooms but on different floors. The higher floor is refurbished but the lower one is old with old fittings.

We stayed 4 nights during winter and the free shuttle to shinjuku station runs infrequently ( every 30 minutes). So if you miss the shuttle the walk from station is quite far and a bit unbearable especially during cold winter day. The area around the hotel is very quiet and is surrounded by office buildings. Department stores such as Takashimaya and Isetan are on the opposite site of the station exit. If you arrive by shinkansen remember to look for west exit. We made mistake by exiting through southern exit and walked a long distance to the hotel (one hour in cold windy evening).

I would not stay again in this hotel even though the price is quite reasonable. The location is its major drawback. If I visit Tokyo again I will stay in hotels around Shibuya station.

Room Tip: Choose refurbished room and pay the extra cost because it's worth it.
  • Stayed: December 2012, traveled with family
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Thank adikw238
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerTokyo, General Manager at Hilton Tokyo, responded to this reviewResponded May 9, 2013

Dear Guest,

Thank you for staying with us at Hilton Tokyo.

Unfortunately there are a few points in your review concerning our hotel which I would like to clarify for readers of this forum:

Hilton Tokyo is located directly above two subway lines (Oedo & Marunouchi) making access very easy to get around the city. Access to both lines is underground which is great on wet or cold/hot days.

Shinjuku station does not have Shinkansen service and only local trains and the Narita Express operate to this station. Exit to all hotels in Shinkuku (Hilton, Hyatt Regency, Park Hyatt, Keio Plaza and Washington) are all on the West side and very close to each other (2 blocks).

The hotel shuttle bus operates every 20 minutes. Alternatively the station is an easy 10 minute walk or 2 minute subway transfer from Shinjuku station.

Around West Shinjuku there are many restaurants and bars located in the basement and top of towers offering fantastic views. Alternatively walking west from the hotel there are many interesting restaurants in Shinjuku-gochome.

The allocation of guest rooms on different floors was due to different room types reserved and rates charged. However following your visit we have now completed renovation of our lower floors bringing them to a new standard and this renovation was completed in April 2013.

Thank you for sharing your feedback on tripadvisor and we hope to have the opportunity to welcome you back.

Sincerely

__________________________________

MR. JAMIE A. MEAD I General Manager

HILTON TOKYO

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Reviewed May 8, 2013

We stayed in Hilton Shinjuku in January and now I beleive it's not the best time for visiting Tokyo. There was too cold and too windy, more than in weather forecasts.

One of the Hilton's conveniences is its transport accessibility. There is a direct bus line from Narita, a shuttle bus to Shinjuku station and an exit to subway from the lobby. But it's far enough from central Tokyo, it took about a half our to get to Tokyo station.

Actually I have nothing more to say about good or bad things in this Hilton. Hilton Shinjuku as standard as standard hotel could be. When you check in you will get a standard room, standard breakfast, standard service, etc.

But why they made worktable's stems so cruelly hard and wide-sticked?? We hurt all our toes! And there was not a Hilton duck in a bathroom.

Yes, I know that's nothing important and Hilton Shinjuku is OK, but... Actually it's absolutely not about the Hilton amenities! It's about "Where is Hilton's magic?!"

And may be I'm too critical, but I wonder why Hilton Tokyo was so boring, so ordinary? And ... where is the duck?)

  • Stayed: January 2013, traveled as a couple
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1  Thank Mihailrus
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerTokyo, General Manager at Hilton Tokyo, responded to this reviewResponded May 8, 2013

Dear Guest,

Thank you for staying with us and I am glad you enjoyed your stay.

Unfortunately we do not have 'rubber ducks' and this is not a standard amenity in our hotels. We do however have a very cute Kimono Bear as the Hilton Tokyo mascot which is available in our suites and as a gift.

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

Sincerely

Mr Jamie Mead
General Manager
Hilton Tokyo

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Reviewed May 7, 2013

Or family of 4 - 2ad & 2 chn - stayed at the Hilton Tokyo for a week in April. We had a jnr King suite which gave us plenty of space, even with a rollaway bed. We were on a standby upgrade which sadly we didn't get as that would have been the icing on the cake. As we were out of our room all day we didn't want to pay for wi-fi but as soon as we entered the lobby we were all frantically connecting before either leaving on the shuttle or returning to our rooms!
In the next block was a Starbucks which we used for breakfast a couple of times and a little supermarket which was great, the children loved the Japanese sweet selection.
The shuttle to Shinjuku station was great, always on time and super convenient.
Our room had lovely Japanese touches despite being a global chain. We loved the traditional robes, screens instead of curtains and china tea pot. The staff were lovely.
Tokyo was a very cool city to explore and we only touched the surface. Despite our limited Japanese we found everyone tried to understand us and we always seemed to get the message across!

  • Stayed: April 2013, traveled with family
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Thank RJStevie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerTokyo, General Manager at Hilton Tokyo, responded to this reviewResponded May 8, 2013

Dear Guest,

It is wonderful to know you had a great time in Tokyo and really enjoyed the city.

My team really appreciates the time to pass on your feedback and I will also ensure it is translated and shared on our guest communication board.

We look forward to welcoming you back.

Sincerely

Mr Jamie Mead
General Manager
Hilton Tokyo

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Reviewed May 7, 2013

We arrived in Tokyo after 4 weeks of rather arduous travel in the far east and checking into the Hilton Shinjuku was like finding Nirvana. From the time we checked in to the time we left, we were treated like royalty (which we definitely are not) on every occasion by the super polite and warm hearted staff. Our room was excellent with a terrific view and the bed and bath hugely comfortable and sparkling clean. The concierge desk helped us in every possible way and were knowledgeable in the extreme. Most staff had excellent English as well as other languages. Oh, if only North American hotels were so well organised. A 10 out of 10! And as a bonus, it has a great location as well, with easy underground access to the subway and a 5 minute free shuttle to Shinjuku Station and the mall.

  • Stayed: April 2013, traveled as a couple
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Review collected in partnership with Hilton Hotels & Resorts
Thank James H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerTokyo, General Manager at Hilton Tokyo, responded to this reviewResponded May 16, 2013

Dear Guest,

Thank you for your glowing review. As a hotelier it is so rewarding to know we created such a wonderful impression and that we really made an impact on your Japan experience.

My team also joins me in thanking you for sharing your stay and opinion on this forum.

Finally please accept my apologies for the belated response to your post.

We wish you safe travels and look forward to seeing you back in Tokyo at the Hilton!

Sincerely

Mr Jamie A. Mead
General Manager
Hilton Tokyo

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Reviewed May 5, 2013

this hilton has very big rooms, compared to typical tokyo hotels. The staff there is very helpful, and location is walking distance to the shinjuku station. i enjoyed my stay there everytime. the gym is complimentary and the equipment is in great condition. just remember that there is a whole other room of cardio equipment, by the poolside, if the main one if fully occupied.

  • Stayed: March 2013, traveled solo
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1  Thank tissu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerTokyo, General Manager at Hilton Tokyo, responded to this reviewResponded May 6, 2013

Dear Guest,

Thank you for your great review.

My team and I appreciate that you took the time to share your highly satisfied experience on this forum.

We hope to welcome you back soon.

Sincerely

Mr Jamie Mead
General Manager
Hilton Tokyo

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Reviewed May 5, 2013

Don't bother paying for an executive room here, Hilton Tokyo told us they had over booked the executive lounge and suggested we not use it. We used it and the service was well below par! Hilton Tokyo has a lot to learn. Customer service was non existent. We booked the executive room on the back of a fantastic stay at Hilton Singapore... If you are in Singapore... I recommend the Hilton... In Tokyo... Find somewhere else.

Stayed: May 2013, traveled as a couple
Thank Tone_Leggett
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerTokyo, General Manager at Hilton Tokyo, responded to this reviewResponded May 6, 2013

Dear Guest,

It is very disappointing to read your review and my team and I sincerely apologise for any inconvenience caused.

Over the period of your stay the hotel was very busy as it coincided with the main annual national holidays in Japan. Due to the anticipated demand we had a supplementary lounge operating and when our main lounge was fully occupied we directed guests to the supplementary lounge. The food and beverage offering and service is identical to the main lounge. Our Executive Lounge is also open daily from 7am-11pm giving guests ample opportunity to access the space to enjoy breakfast, snacks, evening canapés and beverages and afternoon tea. Additionally our Executive Floor rooms offer higher levels of amenities and a premium design over other room types.

I would also like to clarify for readers of this forum that the Executive Guestroom category was not overbooked but fully occupied and with a higher than normal guest density due to the spring vacation period. This is often experienced over peak leisure periods and the hotel prepares to anticipate guest movements and demand to maintain the guest experience. On occasion guests may stay longer or visit at the same time causing some delays to access certain facilities and we again apologise if this was experienced.

My team and I are committed to the highest levels of service and are consistently lauded on tripadvisor and other forums for excellence in guest service. For this reason I am very concerned by your comments and will have this investigated immediately to ensure absolute consistency. Your experience is also so very unusual given the very strong service culture that exists in Japan even when in a very busy environment. It is also very different from the great majority of reviews which consistently praise our Executive Lounge and the Lounge team.

Once again thank you for staying with us and for sharing your experience. Guest feedback is so valuable and allows us to continue to refine our product and service.

Sincerely

__________________________________

MR. JAMIE A. MEAD I General Manager

HILTON TOKYO

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Additional Information about Hilton Tokyo

Address: 6-6-2 Nishishinjuku, Shinjuku 160-0023, Tokyo Prefecture
Phone Number:
Location: Japan > Kanto > Tokyo Prefecture > Tokyo > Shinjuku > 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 Luxury Hotel in Shinjuku
#2 Romantic Hotel in Shinjuku
#2 Business Hotel in Shinjuku
#2 Family Hotel in Shinjuku
Price Range: $272 - $759 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Hilton Tokyo 4.5*
Number of rooms: 821
Official Description (provided by the hotel):
Hilton Tokyo is located in Shinjuku, the heart of Tokyo's business, shopping and entertainment district, and is an ideal place to experience modern Japan. A complimentary shuttle operates between the hotel and Shinjuku station and the Tokyo Metro subway is connected to the hotel. Relax in one of the modern Japanese-style rooms and admire stunning city views. The hotel offers WiFi and internet access throughout all rooms and public space. Rejuvenate in the 24-hour on-site health club and relax in the sauna or soothing whirlpool spa. Play tennis on the rooftop courts or swim laps in the indoor pool. Exercise with Technogym equipment, the official supplier of the Olympics and Paralympics. TSUNOHAZU expresses folkloric traditions and boundless energy of the Shinjuku neighborhood in an open-format space composed of colorful materials, surprising design elements and four distinct dining and entertainment zones. ... 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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