Cim D.
Yelp
This hotel is everything but what it's supposed to be. We booked a special weekend at what we thought was a 5* hotel, this was an engagement weekend, so expectations were normally high (Normal for any 5 star hotel).
All of my special requests were neglected, was not given a smoking room and was told to smoke was only either in a small suffocating smoking room or in a neglected and badly lit corner. That corner seemed more like a punishment than a dedicated space for a smoker to enjoy their time.
The room was far far far below up to Par - no baggage rack, zero drawers for clothes, 4 hangers in the closet which had no light - it quickly hit me that we'd be living out of suitcases if we stayed.
The amenities in the room were ok, but the tea/coffee area was worse than that of a 3* hotel.
The bathroom was far below the norm.
We had zero touch of personal service,and the hotel as a whole felt like a big Convention hall. The garden (a special place on the heart of tokyo) was lovely, but all we heard from staff was what we weren't allowed to do. (Garden closing at 10am, no café, no clean smoking area,...)
The restaurant was a whole other experience, we ate at the recommended and apprently "best" restaurant in the hotel - the Japanese e
Steakhouse. It was the worst meal I had in three weeks in Tokyo, by far. At a 200€ price point per person, I was shocked that I had to prepare my own salad at the sad sad salad bar, restaurant was empty and not well-maintained,5' the steaks were ok but that's it, everything else served was bland and without any taste. The wine was sold as one thing but was obviously the lower end of the same line, and our two soups were horribly microwaved meaning all that nonsense of fresh and made to order were lies.
The pool area was closed without notification, and it was hosting an event booked months before for a magazine. When public hotel areas are closed to the public, it's common courtesy to inform them, as the pool may be the reason person books that hotel.
We checked out within 16 hours of checking in, and went to a real 5* hotel (The tokyo westin) where we were greeted by a bottle of complimentary champagne, flowers, a perfect room and everything you expect in a 5* hotel.
The otani felt very old school, untrained staff, awkward feelings, and slightly mobby feeling throughout. It's a scam and doesn't deserve most of the "good reviews" it received. It should be déclassés dying to a 4* star hotel.
The manager seemed concerned, but his director didn't seem to care - citing to me that their hotel is like that, it is what it is. We'll what it is,is a 4* hotel with a nice garden, but that's it.
Sad and very disappointing moment celebrating our engagement. The Westin definitely made up for it, and is in a far better neighborhood too!
