RIHGA Royal Hotel Tokyo

Our travel operator, Travelbag, had really let us down over accommodation in Japan, so I made a separate arrangement with this hotel. This was intended as a special treat for my husband’s birthday and the Righa Royal certainly didn’t let us down! They upgraded us to a lovely room and provided a delightfully wrapped box of cakes and fresh flowers as a birthday gift. The room was fresh, modern and comfortable. It was spacious and immaculately clean. It was the standard of room we had hoped for when we paid for our holiday package. What became a highlight of our stay was the garden lounge. This is stunning, with its waterfall and garden, the stream that runs through it and its spectacular light fittings. Not only were the tea and cakes perfect, but everything was efficiently and beautifully served. It was a delicious and relaxing experience that has become a favourite memory from our trip. The hotel itself is enormous and wasn’t as central as the one in our original itinerary, but there are frequent free shuttles into the city.

The person doing check in for us was acting way too over smart and was making us feel as if it was our first ever check in into a hotel .. he asked for my credit card to be updated on the system so that we could use the room service and breakfast … I know hotels ask for credit card for any incidental expenses like bills and room bar .. but never is it used as permission for using any services .. I feel he should have been more transparent about this .. the customer always has right to use cash or card for the services he uses but never does a hotel make it a requirement for using a service.. and still telling you that a card in the file is required for using all services.. post the check in we were given 2 rooms with an assurance and several bragging from the staff that it was a non smoking room and hotel .. one of the rooms was full of cigarette smoke odour and when we confronted them and asked for a room change .. the person who checked us in personally came and verified the same .. and allowed us a room change .. all was going smooth till then .. we were upgraded for one room as they did not have a same category room .. nice and well done .. now another gentleman comes to this new room and starts by saying the previous room did not smell of cigarettes.. to which we confronted him and then he admitted to it .. however upon upgrading this very guy tells us in the most sarcastic way that the room given to us was 4 times the price of our original booking .. to which we told them we never asked for an upgrade it was you who upgraded us to cover up your lack of service and it becomes your obligation to honour the customer… Post these incidents we decided not use there bar , room service and breakfast facilities… All in all certain hotel staff members think they are beyond the customer although post the first day incidents we never had any problems or issues with other staff members.. I am not naming the two staff members on the a public forum ..

Just checked in and our room smells so stale. Really disheartened and disgusted. Felt disappointed by Jim comments that this hotel is still a great deal for the price. I'm really dissatisfied... I mean with 3 children aged 3 years and above I have no other option now. But really pathetic. And it's never about the money... had I been here without my family I would've surely walked off..