Cerulean Tower Tokyu Hotel, A Pan Pacific Partner Hotel

Visited for 2 nights with family of 4. Hotel has a beautiful lobby and checking was fairly seamless. They put us in a dark “hospitality room” while we waited for our room to be ready. One suggestion is they should turn on the lights in that room and have a few refreshments available for travelers after a long flight. There was another couple waiting there who looked very tired and while the hotel offers this room, it could be a more elevated experience with some drinks, snacks and comfortable seating and lighting. The hotels rooms are fabulous- modern, spacious, comfortable beds, and large bathrooms, upscale toiletries including a great 4-step face treatment kit after a day of sun, which was a nice touch. There is a Nespresso machine in the room as well as bottled water. We enjoyed the swimming pool and hot tub and gym facilities. We had an issue where halfway during our 40 minute swim an attendant approached us to wear swim caps- it was very strange as he did not ask the other couple and my husband has very short hair. He said it was hotel policy do we obliged but it was strange that he appeared in the middle of our swim. I did not find the staff in the gym area to be friendly on check-in. There is a breakfast buffet that we had for two days. I liked that there was fresh squeezed orange juice and a lot of offerings but they fell short in several areas. When they seat you they ask for a tea or coffee order but both days, we had to ask several times where the coffee was. They seemed very slow in this regard. In addition, they expect you to fill out a form to place your order for eggs but only have an option for a plain omelette. There is no way to indicate thot you would like cheese or ham in your omelette so both days i had to explain that to the server, who then explained it to the gentleman making the omelette. It seemed cumbersome to have to fill out a form and then not have options to order eggs as you would like. Maybe they should consider a system like other hotels where you can place your order verbally. There were not enough fruit offerings at breakfast- no berries or compote to put on the mini-pancakes or waffles, bacon was boiled and not fried, no poached eggs or Benedict, limited cheeses, no vegetables besides potatoes or riced cauliflower. Compared to the other hotels on our Japan trip this breakfast did not deliver. The hotel is a 5 min walk from Shibuya station and walkable to all areas in Shibuya, so a great location for sightseeing. Overall a nice facility in a desirable location but they have some kinks to work out on the hospitality side of things.

We booked a room on the 27th floor and had amazing views. I think it had recently been remodeled. Room and bed were large and spacious, large closet and very generous sized bathroom. Lots of amenities including excellent fancy toiletries and daily refreshed PJs. Room included access to the Japanese lounge which is a calm space with sweets (no other food). A couple blocks from the train station so super convenient. I would definitely stay again!

The Cerulean Tower Tokyu is listed as a luxury hotel and partner of the Pan Pacific Hotel Group. The location is great--just a short walk from Shibuya Station to this hotel, although all the current construction at the Station made some areas confusing . It's also only 5 minutes away from Shibuya Sky. We were here for 5 nights and the two female staff members at Reception who'd checked us in and brought our bags up showed wonderful hospitality---friendly, efficient, and polite. We'd booked a Superior Twin room and were given a room on the 24th floor. It was quite spacious for us and our 4 pieces of luggage. Although clean and comfortable, the decor is dated and in need of a refresh, especially if marketing itself as luxury accommodation. Japanese and western breakfasts are offered, albeit in separate restaurants. The western breakfast is served buffet-style in a much larger restaurant. There was a good selection of food and the fresh-squeezed orange juice station was especially good. We were surprised at how unengaged restaurant staff were---they seemed unhappy and didn't seem to want to try to extend any level of hospitality we'd come to expect and experienced at other Pan Pacific/higher end hotels. While I completely understand that the hospitality industry in Japan is struggling to meet the demands of increased tourism, I don't think it's too much to ask for a certain level of hospitality, especially given the room rates that they charge. The Japanese breakfast in the other dining room was disappointing. Here, the servers were rushed (even though there were only 4 other tables finishing their meals when we'd arrived) and also appeared disinterested. We were told that they make their rice to order so it would take 20 minutes (this is for just plain white rice). While the beef and miso soup were good, the other food offerings---cold, hard fish, bits of veg, and various pickles---were not appetizing at all (this is in contrast to the great Japanese breakfasts we'd had at our Kyoto hotel). The female servers were also busy talking to each other and pretty much left us to our own devices once the food was served. The fitness center was a little cramped with all the equipment, but the pool was nice. Overall, our stay here was a little bit of a letdown. We'd paid the high room rates expecting accommodation and hospitality standards befitting its Pan Pacific partnership, but what we experienced fell short of that standard. While some of the hotel staff were wonderful----the two ladies at check-in, the gentleman at the Info/Concierge desk, and the gentleman who assisted us with luggage on check-out ---the rest of our service interactions were disappointing. The Cerulean was our last stop before heading home and we'd wanted to end an otherwise fantastic trip on a high note, but this hotel landed flat.