Edmond W.
Yelp
We were on a 3 day layover in Tokyo, and decided to stay in a central area in a nice hotel. The Shangri-La was one of many options in this area in Tokyo. Here is our experience:
Pros: As expected, the staff at Shangri-La are exceptionally polite. As this is Tokyo, where people are already exceptionally polite, you will really experience a level of service that is very good, even in comparison, at least outwardly (keep reading) to other hotels of an equal calibre and cost. As far as quality of furnishings, it is top-notch, and average to good compared with other hotels in the same category.
Cons: My family reserved 2 rooms, and asked for them to be side-by-side; they could not do this, and they were unable to even place us on the same floor. This is not their fault, and they tried, but we were at reception for about half an hour, and no one except the lowest level receptionist came out to try to help. I think she tried her best, but honestly, in any other hotel such as the Mandarin Oriental, Peninsula, etc., a manager would have come out a long time ago.
That in itself was no big deal. However, when we got to our hotel room, it reeked of cigarette smoke, only vaguely disguised by their signature scent. We called down to the front desk to complain, but rather than move us to another room, they sent up a man with a tiny little ozone generator. Of course, ozone is very harmful to the health and can damage clothing, so we had to gather anything sensitive and leave the room as it was ozonated. That was the first inconvenience, and a big one given that they had to have the guests leave the room. At that point even a 3-star hotel would have apologized and moved us immediately, but not here. So we decided to go and explore a little, even though it was getting late and we were tired. When we came back, the stench was still there; not surprisingly given the toy ozone generator used. Now I was dead tired and had some wine, and had counted on taking a shower and going to bed. But instead, I had to wait for someone to deal with the issue. About half an hour later I was finally moved to the new room, which was identical to the old room, but a mirror image. But our luggage did not come for another half an hour. By this time, with the wine and jet-lag, I was barely able to move and had to take a rest on my bed. I woke up in the middle of the night wearing my shoes, shirt, and with my contact lenses glued to my eyeballs. After a shower I now have insomnia. This is all directly due to Shangri-La: Even a much cheaper hotel would never have placed a guest inside a room with a stench of smoke. If they made that oversight, they would never have inconvenienced the guest more than once by switching a room, and would certainly never leave the guests on the street while they tinkered, probably knowing full well that their quick-fix with their toy instrument would not work. For a $1000+/night hotel, this is really just unacceptable.
Of course, the feather in the cap was that they offered triple-points if you booked through their app, but it did not work. So we booked by phone instead. When we got there, I informed them to let them know to link up the stay with the points, but of course, they forgot. It's not like I'm going to go to the front desk now to ask them to give me some points. Again, no big deal, but definitely just enough problems and avoidable mistakes that no matter how polite they are, and no matter how long and low they bow at you, where it counts, the service is poor. Definitely disappointing for a 5 star hotel costing over $1000 for a regular room per night!
I'll be here for another couple of days, so I'll see if things improve from here, but to be frank, this experience has left a bad taste in my mouth (and nose... I can still smell the cigarette stench- yuck!).