"Eager to please in every way!"
This hotel is not only a pristine and attractive property - both in common areas and the rooms - its staff goes out of their way to assist patrons in every way possible. Virtually every staff member has some degree of English fluency, which is extremely helpful. We had one meal in each of the hotel's restaurants and if our server was not able to fully communicate with us, another server was promptly brought in. While the prices were at premium levels in these restaurants, the meals were excellent. The hotel brunch has the most variety of any that I have seen with both Western and Asian foods.
After arriving from a red eye flight and a little early for check in, the Hilton team took care of us with an upgrade to the executive floor, got us into a room early. Thanks again for that. The room was outstanding with an awesome view of the city. The Executive lounge had perfect service as well as an enjoyable breakfast. I cannot stress enough how incredible and helpful the service was at every turn. Will definitely be returning.
"TERRIBLE CUSTOM SERVICE from concierge and front desk team"
The absolute worst customer service I've ever received at a Hilton hotel. TERRIBLE CUSTOMER SERVICE from the concierge and front desk team. My new husband and I stayed at the Hilton Tokyo for 6 nights on our Japan honeymoon and they made sure we wouldn't forget this hotel in the most negative way possible. On our last night, we decided to stay in and order delivery from an outside service. Our delivery arrived at 10:30pm and we received an email stating the hotel would not let them in and the food could not be delivered. What's troubling to my husband and I is that no one contacted us to tell us they turned our delivery away when we could have gone downstairs to pick it up. We called the front desk and they blamed concierge, then proceeded to transfer me to room service. We went downstairs to the front desk and the front desk told us to go the concierge. The concierge, Motohashi, tried to "help" us by fiddling with his computer and calling the delivery service back. After 35 minutes of arguing with the delivery service, they decided the company was not going to redeliver. I asked the concierge next to him, Murakami, if he could call the manager. He got on the phone and started talking in Japanese and laughing. This made me feel very terrible and I made sure to tell him that and he smiled. Murakami was of no help and went on his computer to stay away from our situation. My husband stayed with the concierge and I went to the front desk to ask for a manager. The night manager, Taniguchi, came out 10 minutes later and seemed as if he already knew our situation. The concierge told him that they already allowed the delivery service in, which was NOT AT ALL what happened and there was a serious miscommunication. By this point, it was close to an hour since our food had originally arrived. Taniguchi offered to give us 50% off the room service menu. This angered us even more because we made a conscious effort to not order from room service because of how expensive it was. Then after some argument, he offered us a better deal that would feed us for the night. He walked us up to our room and awkwardly invited himself in to watch us look at the menu and reiterate the situation by saying it was miscommunication between the concierge, him and us. Wtf. It was terrible and this is our lasting impression of the Hilton Tokyo. Our food arrived at 12:15am. Along with this situation, the shower door is a terrible design; a less than half glass door that allows all the water to fall on the floor while you shower. The bidet is great, although it doesn't have the seat warmer unlike the Hilton Tokyo Odaiba and Sheraton Grande Bay Tokyo. Some good things about this trip, we were gifted a bottle of wine to celebrate our honeymoon and had a king bed on the 33rd floor. The shuttle to shinjuku station is helpful and the underground tunnel passage to the train station is a great perk. Location is away from the crowds. All in all, I would not recommend this hotel to anyone celebrating anything. They will find a way to make your stay an unpleasant one.
"Superb service and very well- run property"
The Hilton at Nishi- Shinjuku has been around a long, long time. But it does not show its age, having been updated several times and meticulously maintained in between. The staff are very good, very professional and always ready to help the guest in any way. I was treated very well there, and I am not at any special level with the Hilton program. The room was great, spotlessly clean and up- to- date. The bed linens and towels were top- notch. There was also a great view of the first corner of the start of the Tokyo Marathon. The food is classic Hilton, which I think has the best food for a major hotel chain. They really put a lot of effort in and it shows. Location: superb. For joggers, the Shinjuku Central Park is across an intersection. The hotel is a 900m walk (a bit more than ½ mile) from Shinjuku Station, the world’s busiest train station, about half that distance from the Oedo subway line’s Tochomae station, and even closer to the Nishi- Shinjuku station of the Marunouchi subway line. The hotel runs a shuttle us to Shinjuku Station, where you can get JR, Odakyu and Keio train lines. There is also access there to the JR Narita Express. To get to Haneda Airport, it’s a toss- up between taking the Oedo line to Daimon (Hamamatsuchou) and connecting to the monorail, vs. taking the JR Yamanote line to Shinagawa and connecting to the Keisei Haneda Express train. Getting anywhere from Shinjuku is easy.
This is an average Hilton. Even as an Honores member, we were not made to feel as if we were any different than anyone else. The location is a plus. The staff did not do anything to make us feel as if they were happy to have us.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 2:00 PM , Check-out: 12:00 PM