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Reviewed August 23, 2019

Beautiful rooms and gorgeous views made our first visit to Tokyo that much more memorable. Hotel staff communicated well and were very helpful. Indoor pool and spa were picturesque and tranquil. Well worth the price. We will definitely come back!

Date of stay: August 2019
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hyatt Hotels
Thank johnfwong
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
AndazTokyoToranomon, General Manager at Andaz Tokyo Toranomon Hills, responded to this reviewResponded September 3, 2019

Dear johnfwong,

Thank you very much for your wonderful comments and for visiting us at Andaz Tokyo. We are delighted to hear about your first visit to Tokyo, and are glad you enjoyed our modern Japanese rooms, panoramic views of the city and pool at AO Spa. We appreciate your comments and will be sure to share your feedback with our entire team here to help maintain our services. Should you require any support with your next visit, please do not hesitate to contact us, it would be our pleasure to assist you. We hope welcome you back again soon.

Kind regards,
Ross Cooper
General Manager
Andaz Tokyo

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 23, 2019

The Andaz is a beautiful hotel in the heart of Tokyo yet outside of the frustrating bustle of the larger stations. Everything in our stay was perfect, including the lovely bespoke gift they were able to provide for my wife's 30th birthday. We will definitely stay here again.

Date of stay: August 2019
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hyatt Hotels
Thank Alexander M
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
AndazTokyoToranomon, General Manager at Andaz Tokyo Toranomon Hills, responded to this reviewResponded September 3, 2019

Dear Alexander M,

Thank you very much for your wonderful comments and for visiting us at Andaz Tokyo. We are delighted to hear about your stay and are glad you enjoyed our modern Japanese design, convenient location and personalized gift for your wife. We appreciate your comments and will be sure to share your feedback with our entire team here to help maintain our services. Should you require any support with your next visit, please do not hesitate to contact us, it would be our pleasure to assist you. We look forward to seeing you both again in the near future.

Kind regards,
Ross Cooper
General Manager
Andaz Tokyo

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 22, 2019

At first we were skeptical about whether the Andaz Tokyo would be suitable for our family with 2 young kids. But now I am so glad we decided to stay at there as we had an amazing experience there.

First, the check-in experience was so relaxing, we hopped off the car and our host immediately sat us down at a beautiful long wooden table in the lounge area on 52nd floor and served us drinks while she explained to us all the hotel amenities and the check-in details. The hotel prepared the room so meticulously it was unbelievable. The rollaway bed for our child was setup with a cute character pillow and kids have their own bath ropes and slippers. They even provided kids sized toothbrush with kids flavored toothpaste! All the non-alcoholic drinks and snacks in the mini bar is complimentary - which is extremely generous.

Everything in the room is well designed and functional. But I gotta say the view was our highlight! Our room is on the 49th floor with a panoramic of Tokyo that's almost 180 degrees (from the Imperial Palace to the Rainbow bridge). We had the Deluxe King room which is very spacious for our family of 4. The only wishlist item we had for the room was more storage drawers. We like putting away our stuff neatly instead of spreading them out on tables.

Breakfast was included in our package (we booked through the AMEX FHR program). They serve breakfast at the Tavern restaurant with both Western and Japanese food. The selection was great and we can also order items from the A la Carte menu that's included with the breakfast price. Both service and food was amazing and very refined.

Lastly I want to mention that because we travel with kids, it was unimaginable for us to experience a Sushi Bar Omakase meal (chef's tasting menu fine dining) but the Andaz made it happen for us! There's a sushi bar called THE SUSHI on the rooftop level that only had 8 seats which is very exclusive. The concierge arranged us to all go there. My wife and I had the Omakase while my kids can sit next to us ordering food from the Rooftop Bar menu (like wagyu burgers, fried chicken, etc) that they love. All 4 of us had a wonderful time and the sushi chef from time to time also give our kids little things to taste too.

Date of stay: August 2019
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hyatt Hotels
1  Thank foodmeister2017
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
AndazTokyoToranomon, General Manager at Andaz Tokyo Toranomon Hills, responded to this reviewResponded September 3, 2019

Dear foodmeister2017,

Thank you very much for staying with us at Andaz Tokyo and for taking the time to share your wonderful comments on TripAdvisor. We are delighted to have hosted you and your family and are glad you enjoyed our relaxed style of check-in, views of the city from the guestroom and child-friendly room amenities and cuisine options around the hotel. We appreciate your comments and will be sure to share your feedback with our entire team here to help maintain our services. Should you require any support with your next visit, please do not hesitate to contact us, it would be our pleasure to assist you. We look forward to welcoming you and your family back for another comfortable stay in the near future.

Kind regards,
Ross Cooper
General Manager
Andaz Tokyo

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 16, 2019 via mobile

I stayed here for a night. From check in to check out, everything detail has been thoughtfully taken care of. The hotel and room were super beautiful, modern and spacious in Tokyo standard. It definitely motivated me to work harder so that I stay here again :).

Date of stay: May 2019
Trip type: Traveled with family
Thank abbyh333
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
AndazTokyoToranomon, General Manager at Andaz Tokyo Toranomon Hills, responded to this reviewResponded August 18, 2019

Dear abbyh333,

Thank you very much for your wonderful comments and for visiting us at Andaz Tokyo. We are delighted to hear about your stay and are glad you enjoyed our spacious guestrooms and modern amenities. We appreciate your comments and will be sure to share your feedback with our entire team here to help maintain our services. Should you require any support with your next visit, please do not hesitate to contact us, it would be our pleasure to assist you. We hope to welcome you back again soon.

Kind regards,
Ross Cooper
General Manager
Andaz Tokyo

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 13, 2019

I love almost everything about Andaz Tokyo, and have stayed there several times. The interior design is very classy, the rooms are spacious and well laid out, the breakfast is the best I've ever had in Japan. However, I had a rather unpleasant experience last night involving a dishonest service staff.

I just checked out of the hotel last night after staying for four nights. Upon checking in, I told the front desk team member that I had a late night flight out on the last night and requested as late a check-out as possible. She told me that the hotel was very full, so she could only grant me a 2pm late check-out. I then asked if I could use the shower at the spa before leaving the hotel around midnight for the airport, and she said absolutely, and that I could also use the lobby lounge.

On the last night, I went to the spa on Level 37 at around 10:30pm, only to discover that it's closed. I therefore went to the front desk, and the same team member I had spoken to during check-in attended to me. She informed me that the spa closes at 10pm. I asked if there was any way they could let me just use the shower for a while. She asked a colleague, who made a call, and then told me that they did not know how to open the shower, and the person who was in charge of it had already gone home.

I was obviously disappointed to hear that. Without me asking anything, she added that she had even checked if there were any rooms I could use, but the hotel was completely sold out for the night, and even the suites were occupied. I therefore left it as that, and decided to go to the airport lounge to shower instead.

However right after the conversation, I was fiddling with my phone and out of curiosity went to my Hyatt app to check the availability of rooms that night (August 13th). To my surprise, I saw that rooms were available at Andaz on the night itself, and at relatively decent rates! I clicked further and found that there were three room types available (meaning there were at least three unoccupied rooms) - 2 twin beds, 1 king bed with bay view, and Andaz suite with 2 king beds.

In other words, the front desk staff basically LIED to me. And she voluntarily came up with this lie intentionally as it didn't even cross my mind to ask to use the shower in one of the rooms. This is especially shocking in Japan, where people are generally very honest. Such dishonest behavior is just unacceptable. I'm not sure how I can bring myself to return to the hotel and have to constantly question the honesty and integrity of the staff. Most disappointing.

Date of stay: August 2019
  • Trip type: Traveled on business
    • Location
    • Sleep Quality
    • Service
3  Thank ChesterChua
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
AndazTokyoToranomon, Director of Rooms at Andaz Tokyo Toranomon Hills, responded to this reviewResponded August 14, 2019

Dear ChesterChua,

Thank you very much for your feedback and for continuing to choose to stay with us at Andaz Tokyo. We would like to extend our deepest apologies for this situation and for the inconvenience you experienced during this last stay. We are disappointed to hear that the information about our spa shower and room status was not communicated to you clearly, it was not our intention to mislead you in any way. We make it our priority to ensure all of our guests feel welcomed and cared for at the hotel and we are truly disappointed that we did not live up to our promise during this stay. We have already shared your comments with our entire team to ensure all members are adequately trained and each guest is treated with the utmost respect. If you need anything further, please do not hesitate to contact us. We sincerely hope to have the opportunity to welcome you back again for a stay that meets your expectations.

Kind regards,
Fumitaka Ozawa
Director of Rooms
Andaz Tokyo

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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