Tokyo Marriott Hotel

This was our last stop on our Japan trip and it wasn’t the best way to end our vacation. We settled on this hotel as it was an easy ride to the airport but still central enough that we could spend our morning doing some last minute things. The hotel is huge and it’s also very set off the main street. They told us we needed to arrange any cabs we needed beforehand. We didn’t have this issue at any other hotels in Japan. The staff was very nice, but check in took a long time, despite us being the only ones there. We had 2 king bed rooms. Both rooms were a decent size, but tired looking and the carpets were dirty. The room I had smelled horribly of mildew. Just damp and musty. We had these large balcony doors with a tiny balcony but the doors didn’t open and you could not use the balcony. Not that I wanted to- as the balcony overlooks the train tracks. But really, the room smelled so bad, I couldn’t get past that. The bathroom is very old and dated. The shower, as others have said, is an old, dark bathtub combo with a gross fabric shower curtain. Perhaps it just was such a sharp contrast to the other immaculate and amazing hotels we had been in throughout Japan, but this room was hard to swallow. The bathroom sink did not drain well and was constantly pooled with water. There was also a nightlight that we could find no way to turn off and it was bright. My son also had a king room and his had a slight musty smell. Not as bad as ours but not great. He did, however, have an updated bathroom with a stall shower. So I guess if you stay here, you should request one of those rooms. Check out seemed to confuse the staff. We wanted them to hold our bags, which they did, but it took them so long to figure out how to do this. So while the staff was very kind, they appeared confused by most things. There are so many hotels in Tokyo that there would be no reason to settle on this one.

Had two stays around one week apart. Some hiccups, mostly due to a poor room allocation (I believe it was one of the lowest floors at the stack closest to the train tracks) when I returned back to Tokyo for the second stay (granted it was a very busy period) and one front desk staff member who did not bother helping. To be very honest, my unhappiness was actually just due to that one staff member, who unfortunately was the check-in staff who I ended up speaking with the most for the first few days of my second stay, which wasn’t resolved until I voiced it out and specifically requested to speak to other staff members, and to be moved to another room so that I could sleep without the train track noises. Before the situation was escalated, I was just told by him that “you can try to sleep, it’s fine”. However, I need to give the hotel management credit for going all out to resolve it after I highlighted what had happened - from both the front desk manager and director of rooms. From offering an upgrade (which was appreciated even though I turned down because I didn’t want to shift again), getting snacks delivered to my room as a token, and taking note of my future stays (including at sister properties) to make it up. The mark of a well run hotel is not just that nothing goes wrong (although that would be the best lol), but that there are measures in place to rectify things in a very satisfactory manner. So kudos to the hotel for ensuring this.

The main reasons I am not going to rate this 5 stars is that it is just not at at most convenient location and that there is nothing to do in the neighborhood. It is 8 minute walk from the nearest metro station, where the big Shinagawa station is 17 minutes away, also possible by the free shuttle bus which goes twice and hour, 5 minutes only. In weekends service a bit more limited. Rooms are good, great bed, shower in bath, which I dont really like, but it was ok. Very quiet hotel, though Japanse are quiet in general. Good cocktails, good burgers, good breakfast, good wifi, very friendly staff. Family market right next door. For the rate of this hotel I would at least consider stying here again as the better located ones are much more expensive.