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The St. Regis Osaka
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Reviews (1,645)
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643 - 648 of 1,645 reviews
Reviewed May 15, 2014

My husband and I recently stayed at the St. Regis Osaka for two nights in April. The physical hotel itself very luxurious and understated. However, the service and soft product was extremely poor:

My husband is an SPG Platinum. We booked our reservation through the FHR program. Upon arrival we were given the base room in the hotel (lowest type on low floor) - the manager on duty repeately told us 1) we had been upgraded and 2) that nothing else was available. My husband didn't believe the manager and went online and there were several upgrade options available. He went down to the front desk to ask them one more time (which they again denied and lied to us that we were in an upgraded room) and my husband took his iPhone out and booked the upgraded room right in front of the front desk staff on the SPG website. When the new reservation "surprisingly" went through the front desk manager was "shocked". After two hours we were finally in the correct room. That type of service is not what you expect from a St. Regis hotel - you pay a lot of money to avoid service issues and you expect basic services/ transactions to be seamless.

The St. Regis champagne ritual is traditionally served complimentary from 5-7pm in the lobby bar with Veuve champagne (at all St. Regis hotels globally). St. Regis makes a point of promoting Veuve, as they partner with this champagne brand globally. However, the St. Regis Osaka charges for this (complementary) service. After agreeing to pay for the Veuve champagne ritual (it is literally printed as "VEUVE champagne ritual" in the bar menu), the bartenders say "oh no no, this VEUVE champagne ritual is actually a weird-no-name-brand champagne and give you a separate menu without Veuve printed anywhere not he menu. It's the Veuve champagne ritual, and then they trick you into paying for less expensive alcohol. I can't imagine the St. Regis head office being favorable about this type of action. We would expect this at a lesser hotel (JW Marriott or Westin) but not a a luxury brand hotel - especially the St. Regis.

The spa has NO facilities to enjoy other than treatment rooms (no pool, sauna, steam room, hot tub). The breakfast buffet was extremely limited in offerings, especially compared to other St. Regis' and luxury asian hotels in the area. Both of these are not up to the St. Regis corporate standards.

The St. Regis corporation should take a hard look at the at St. Regis Osaka - the service and soft product it is not up to par.

  • Stayed: April 2014, traveled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
6  Thank kor22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
alairi, General Manager at The St. Regis Osaka, responded to this reviewResponded May 18, 2014

Dear Kor22,

Thank you for taking the time to post your feedback on Tripadvisor.

Please accept our sincere apology for your disappointment and failing to deliver the level of service expected from a St. Regis.

I am taking your comment very seriously and take note of your recommendation. Your feedback is appreciated and helps us to improve further on our service delivery.

Again my sincere apology for any inconvenience we may have caused to you and your husband.
I do hope that this last experience will not deter from visiting us again, thus providing us with an opportunity to demonstrate what The St. Regis Osaka is known for. As Starwood SPG Platinum member we truly appreciate your loyalty, I would therefore kindly ask you to contact me directly (alain.rigodin@stregis.com) if you decide to visit the Kansai region again as I would like to ensure that you and your husband will be very well taken care of.

Kindest regards,

Alain Rigodin - General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 14, 2014

This hotel really hit all the marks for thinking of absolutely everything. The attention to detail was superb. The staff were the most hospitable and accommodating team we've elver experienced from a hotel chain.
Mika in the check-in organised boat trips and train schedules to such precise details we felt guilty for using up so much of her time.
Japanese people are very kind and gentle race and the staff execute their duties with such care and thought. We have stayed at various hotels throughout Japan and this rates as one of the best. We were in room 2610 on the 26th floor which had incredible huge glass windows overlooking 0saka. We'd sit in bed and open the electric curtains with a cup of coffe just taking it all in. Dreamy and bliss:-)

Room Tip: 26th floor room 2610, very sexy moody corridors. Go for the breakfast it's a great buffet, we had a bad time at a Westin in Kyoto and were wary of doing inclusive again. However this was as good as the Mandarin in Tokyo!
  • Stayed: May 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Alicus72
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
alairi, General Manager at The St. Regis Osaka, responded to this reviewResponded May 18, 2014

Dear Alicius72,

I would like to take this opportunity to thank you for your comment posted on Tripadvisor, following your last at The St. Regis Osaka.

We are delighted to read that you had a lovely experience and enjoyed our St. Regis service experience, in particular the service rendered by Mika-san from Front Desk.. As a tradition, a recognition letter shall be extended to her.

Again thank you for your valuable feedback and recommendation which is much appreciated. Looking forward to the opportunity of welcoming you back to The St. Regis Osaka the next time you visit the Kansai region.

Kindest regards,

Alain Rigodin - General Manager

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Reviewed May 13, 2014

The hotel is centrally located near the shopping and dining areas of Shinsaibashi and Midosuji boulevard which gives you 2 km of shopping and dining options, We came from Kyoto and was pleasantly surprised that the hotel was only two train rides away with the terminating station of Hommach having an exit right beside the hotel.

I loved the fact that the reception lobby was located at the 12F, making for a relaxed check-in process without too many people. In fact, check-in was not your typical lining up at the counter. It was done on a one-on-one basis while seated comfortably at one of the lobby's many seating areas.

The room we got was large, with the bathroom accounting for about 1/3 of the space. It came with wonderful luxurious but practical features like motorized curtains, bedside control panel, motion sensitive walk in closet lights, pillow menu, and a butler access box. All the tech was cleverly concealed in well-designed furniture to avoid any clutter.

The room was so comfortable that I couldn't wait to return to it after our daily outings.

The staff were always smiling and responded quickly to our needs.

It's just one of those hotels that spoil you and make it difficult for others to compare.

Room Tip: Floors above the 15 floor provide great views of Osaka.
  • Stayed: May 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Peewee L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
alairi, General Manager at The St. Regis Osaka, responded to this reviewResponded May 14, 2014

Dear Peewe L,

Thank you very much for the beautiful post you wrote on Tripadvisor following your last stay here at the St. Regis Osaka. It is much appreciated.

We are indeed receiving excellent comments about how convenient your now preferred hotel in Osaka is located and that you were able to enjoy the many shopping surrounding the hotel.
Many thanks again for staying at the The St. Regis Osaka and looking forward to welcoming you your family and friends back very soon.

Kindest regards.

Alain Rigodin - General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 13, 2014

We really enjoyed our stay here! The hotel is very well designed and offers a great base to explore Osaka :) Breakfast was exquisite, the garden was peaceful and we enjoyed the piano bar in the evening :) Don't forget to visit the spa while your there!!! Everything about our stay here was wonderful!

  • Stayed: April 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Thank Mlokkesmoe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
alairi, General Manager at The St. Regis Osaka, responded to this reviewResponded May 14, 2014

Dear Mlokkesmoe,

Thank you so much for taking the time to post a nice comment on Tripadvisor following your last visit here at the St. Regis Osaka. It is much appreciated.
It was a pleasure to have you and your family as our guest and the team and I sincerely do look forward to welcoming you back soon.

Kindest regards.

Alain Rigodin - General Manager

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Reviewed May 10, 2014

Stayed at the St. Regis Osaka for two nights in April. Hotel is quite well done and luxurious (in an understated way). However, the service was not St. Regis:
1) As an SPG Platinum on an FHR reservation, was given the base room in the hotel (lowest type on low floor) despite several upgraded options available. After repeatedly being told that I had been upgraded and then that nothing else was available, I had to book an upgraded room in front of them for them to believe something was available. After that, they upgraded us, but that is not the type of service I expect.
2) Breakfast buffet was quite small and limited. Having come from St. Regis Beijing and Waldorf Shanghai, it was startling how weak the offering was.
3) no St. Regis champagne ritual, and weird all-you-can-drink bar option with sparkling wine (not veuve)
4) lack of pool and sauna/steam room access for post-workout

Overall, the hotel felt like a nice JW Marriott, but not a St. Regis and not a Starwood property.

Stayed: April 2014, traveled as a couple
1  Thank John N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
alairi, General Manager at The St. Regis Osaka, responded to this reviewResponded May 14, 2014

Dear John N,

Thank you for taking the time to post your feedback on Tripadvisor.

Please accept our sincere apology for your disappointment and failing to deliver the level of service which you had expected from a St. Regis.

I am taking your comment very seriously and take note of your recommendation which help us to improve further on our service delivery.

As a valuable Starwood SPG Platinum guest I do hope that your experience will not deter from visiting us again, thus providing us with an opportunity to demonstrate what The St. Regis Osaka is known for. I would then kindly ask you to contact me directly (alain.rigodin@stregis.com) as I would like to ensure that you and your family will be very well taken care of.

Looking forward to welcoming you back in the near future.

Kindest regards,

Alain Rigodin - General Manager

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