Park Hyatt Tokyo REVIEW - MASTER THREAD
May 17, 2004, 6:20 pm
#61
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BUYER BEWARE Service issues at PH Tokyo
This is a very difficult report to write on the Park Hyatt Tokyo. Nevertheless, I wanted to communicate the details of my recent stay at this hotel. Suffice it to say I was less than impressed with both the quality of the service and the attitude of the hotel’s staff.
This was my fourth visit to the PH Tokyo. Prior to this stay, I have always been impressed with the quality of the facilities and rooms, as well as the graciousness of the staff and superb service. My stay this time was the complete opposite and at times service was simply rude, which is absolutely unacceptable for a hotel of such international reputation and “caliber”.
My GP award points reservation was made in January for my May 14 arrival. As the reservations were made online at hyatt.com I reserved a Park King room.
On May 14, 2004, I arrived at the hotel on the NRT Airport Limousine Bus about 5 pm. I was surprised to find that there was not one bellman or anyone for that matter to greet the bus. It was not until I started to carry my bags into the inside lower lobby that someone appeared. He immediately assisted me with my bags. However, he then proceeded to walk me to the elevators and then informed me I needed to go back with him to the bellstand as he could not leave the front. At this point a female bellperson appeared and, although the hand-off was clumsy, she was extremely nice. I was then taken to the 41 lobby check-in area where instead of the usual in-room check-in, I was asked to have a seat until someone could check me in. While I certainly can understand waiting to check-in when there is a line, there were four desks in the lobby area with 4 attendants and only one was checking in folks. After about 5 minutes one of the other agents checked me in. Surprising there was no welcome back this time as I was handed the key to my room and asked if I needed help with my three rather large bags. Even the female bell person looked surprised at such a stupid question, especially since she was standing there holding a cart with my luggage. She escorted me to the room which was on the floor 51. Room 5103 a rather large Park King room. I was impressed that the hotel at least honored the reserved room type even on a free night. However, as in the past, this hotel will never upgrade guests, even Diamond members. There was no Diamond amenity given.
With respect the room, I was a little surprised to see that it was showing its wear as the carpet is in serious need of replacement and the headboard was very worn. Moreover, I assume in an attempt to stop guests from taking the soap, the hotel staff now unwraps the soap before placing it out. On my first night, I was not sure the soap in my room was fresh. However, when I requested another bar of soap from the night turndown staff, it was presented to me unwrapped. While I understand the apparent need to save costs, this was in bade taste.
Throughout my stay, I noticed that the staff were not as friendly as they used to be, I noted that it took the operator several rings before picking up the phone, I was told by two callers that the operator had disconnected the calls to hotel, front door personnel were scarce, room service orders arrived cold, towels not always replaced and the list really goes on. One particular is I had was that the hotel staff (housekeeping in particular) lacked all discretion in deciding when to contact a guest about room cleaning. Because of business needs, I would often work all night sleeping late the next day. Housekeeping would call every 30 minutes to see if they could clean the room. Finally, I gave them a time. Indeed, they arrived right on time but I was not yet ready from them, I told them to come back. Five minutes later housekeeping called, then another 5 minutes later. Finally I said just come, 1 minute later there was a knock on my door and at least five maids were waiting outside to clean the room. I took this as a complete lack of respect for my privacy. The next day the same ritual occurred. It really became absurd. A card under the door inviting me to call when I wanted my room serviced would have been sufficient.
Last straw was the hotel’s absolute failure to allow me a late check-out. The evening concierge told me as I was buying my limo ticket the night before that I must be out by noon. When I called the next morning I was told that under no circumstances would they extend a late check-out. I note, my request was for a 1:00pm check-out, which is not unreasonable. They would not budge. However, when I called for luggage assistance at noon, it took 22 minutes for them to send someone up. The excuse given by the hotel was that someone was booked in my room and they would be there at 1 pm. When it was time to leave the hotel, of course there was no one at the front door area and 3 guests waiting to get their bags and bus tickets before the bus actually arrived. When I told him I needed to claim my bags and pick-up my bus ticket, he rudely responded that he “knew what I wanted”.
The price for a small regular room at this hotel is in excess of $400 plus tax, Park Rooms cost more than $500 and suites could set you back more than $1,000. Discounted business rates bring these room rates down to the $300-400 range. However, with these prices, the service issues I experienced are simply unacceptable. I am not sure why such service issues occurred. Perhaps the hotel is stretched to capacity due to it being featured in the movie “Lost in Translation”? Perhaps the hotel has guests who are willing to accept such services lapses at $500? Whatever the reason, while, I may certainly take advantage of another stay at the hotel on a FFN or GP award stay, sadly I would think rather long and hard about spending actual money to stay at the Park Hyatt Tokyo in the future. Given my past experiences at this hotel, this conclusion is both disturbing and sad.
I am sure many people will respond indicating that their stays at this hotel were great and problem free, I urge you to consider that my comments reflect only my experience. However, if you are contemplating staying at this hotel and would have an issue paying $500 a night for poor service, consider my comments and choose your hotel wisely.
Finally, a word about Hyatt service in general. Unfortunately, I have noticed some severe lapses in service at several of the hotels I have stayed at recently, including the PH Los Angeles, GH Berlin, Hyatt London and Hyatt Newporter. I hope this is not a sign of what presumably valuable guests of Hyatt should come to expect in the future. Perhaps Julie, the Hyatt employee who monitors FT, can spend her time not just offering canned apologies, but in really addressing with the hotels directly the service issues highlighted in this report and in the numerous other threads on FT?
This was my fourth visit to the PH Tokyo. Prior to this stay, I have always been impressed with the quality of the facilities and rooms, as well as the graciousness of the staff and superb service. My stay this time was the complete opposite and at times service was simply rude, which is absolutely unacceptable for a hotel of such international reputation and “caliber”.
My GP award points reservation was made in January for my May 14 arrival. As the reservations were made online at hyatt.com I reserved a Park King room.
On May 14, 2004, I arrived at the hotel on the NRT Airport Limousine Bus about 5 pm. I was surprised to find that there was not one bellman or anyone for that matter to greet the bus. It was not until I started to carry my bags into the inside lower lobby that someone appeared. He immediately assisted me with my bags. However, he then proceeded to walk me to the elevators and then informed me I needed to go back with him to the bellstand as he could not leave the front. At this point a female bellperson appeared and, although the hand-off was clumsy, she was extremely nice. I was then taken to the 41 lobby check-in area where instead of the usual in-room check-in, I was asked to have a seat until someone could check me in. While I certainly can understand waiting to check-in when there is a line, there were four desks in the lobby area with 4 attendants and only one was checking in folks. After about 5 minutes one of the other agents checked me in. Surprising there was no welcome back this time as I was handed the key to my room and asked if I needed help with my three rather large bags. Even the female bell person looked surprised at such a stupid question, especially since she was standing there holding a cart with my luggage. She escorted me to the room which was on the floor 51. Room 5103 a rather large Park King room. I was impressed that the hotel at least honored the reserved room type even on a free night. However, as in the past, this hotel will never upgrade guests, even Diamond members. There was no Diamond amenity given.
With respect the room, I was a little surprised to see that it was showing its wear as the carpet is in serious need of replacement and the headboard was very worn. Moreover, I assume in an attempt to stop guests from taking the soap, the hotel staff now unwraps the soap before placing it out. On my first night, I was not sure the soap in my room was fresh. However, when I requested another bar of soap from the night turndown staff, it was presented to me unwrapped. While I understand the apparent need to save costs, this was in bade taste.
Throughout my stay, I noticed that the staff were not as friendly as they used to be, I noted that it took the operator several rings before picking up the phone, I was told by two callers that the operator had disconnected the calls to hotel, front door personnel were scarce, room service orders arrived cold, towels not always replaced and the list really goes on. One particular is I had was that the hotel staff (housekeeping in particular) lacked all discretion in deciding when to contact a guest about room cleaning. Because of business needs, I would often work all night sleeping late the next day. Housekeeping would call every 30 minutes to see if they could clean the room. Finally, I gave them a time. Indeed, they arrived right on time but I was not yet ready from them, I told them to come back. Five minutes later housekeeping called, then another 5 minutes later. Finally I said just come, 1 minute later there was a knock on my door and at least five maids were waiting outside to clean the room. I took this as a complete lack of respect for my privacy. The next day the same ritual occurred. It really became absurd. A card under the door inviting me to call when I wanted my room serviced would have been sufficient.
Last straw was the hotel’s absolute failure to allow me a late check-out. The evening concierge told me as I was buying my limo ticket the night before that I must be out by noon. When I called the next morning I was told that under no circumstances would they extend a late check-out. I note, my request was for a 1:00pm check-out, which is not unreasonable. They would not budge. However, when I called for luggage assistance at noon, it took 22 minutes for them to send someone up. The excuse given by the hotel was that someone was booked in my room and they would be there at 1 pm. When it was time to leave the hotel, of course there was no one at the front door area and 3 guests waiting to get their bags and bus tickets before the bus actually arrived. When I told him I needed to claim my bags and pick-up my bus ticket, he rudely responded that he “knew what I wanted”.
The price for a small regular room at this hotel is in excess of $400 plus tax, Park Rooms cost more than $500 and suites could set you back more than $1,000. Discounted business rates bring these room rates down to the $300-400 range. However, with these prices, the service issues I experienced are simply unacceptable. I am not sure why such service issues occurred. Perhaps the hotel is stretched to capacity due to it being featured in the movie “Lost in Translation”? Perhaps the hotel has guests who are willing to accept such services lapses at $500? Whatever the reason, while, I may certainly take advantage of another stay at the hotel on a FFN or GP award stay, sadly I would think rather long and hard about spending actual money to stay at the Park Hyatt Tokyo in the future. Given my past experiences at this hotel, this conclusion is both disturbing and sad.
I am sure many people will respond indicating that their stays at this hotel were great and problem free, I urge you to consider that my comments reflect only my experience. However, if you are contemplating staying at this hotel and would have an issue paying $500 a night for poor service, consider my comments and choose your hotel wisely.
Finally, a word about Hyatt service in general. Unfortunately, I have noticed some severe lapses in service at several of the hotels I have stayed at recently, including the PH Los Angeles, GH Berlin, Hyatt London and Hyatt Newporter. I hope this is not a sign of what presumably valuable guests of Hyatt should come to expect in the future. Perhaps Julie, the Hyatt employee who monitors FT, can spend her time not just offering canned apologies, but in really addressing with the hotels directly the service issues highlighted in this report and in the numerous other threads on FT?
May 18, 2004, 12:06 pm
#62
Join Date: Jan 2003
Location: SFO/OAK
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Posts: 2,232
Sorry to hear your bad experience. As a frequent traveler, I understand how many seemingly "small" issues can add up to create a severe service problem.
I'll return to this property in a week, and hopefully I won't have as much problem as you did. I agree, the housekeping issue can be very annoying (I had the same issue at Park Vendome, when they called 6 times in 30 minute intervals to pick up the room service cart).
I hope the memories of great service do not become a thing of the past for me at PH Tokyo.
I'll return to this property in a week, and hopefully I won't have as much problem as you did. I agree, the housekeping issue can be very annoying (I had the same issue at Park Vendome, when they called 6 times in 30 minute intervals to pick up the room service cart).
I hope the memories of great service do not become a thing of the past for me at PH Tokyo.
May 19, 2004, 7:56 am
#63
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Join Date: Sep 2002
Location: Palo Alto, California,USA
Posts: 17,854
I am in the PHT now and have experienced none of these lapses except, yes, the soap is now unwrapped. Since I don't take soap, it never occurred to me that this was a "cost saving" feature. Indeed, I regard this as a convenience since I hate unwrapping hotel soaps as the paper NEVER comes off easily (and soap doesn't taste very good!).
Seth, you have somewhat defensively tried to discourage comments that are favorable to the PHT in response to your note, but I cannot resist posting nonetheless. I can understand why you would be disappointed, but I have not experienced any problems like those you relate, including on my present stay.
As far as being denied late checkout, unless you are guaranteed that by GP (I am not an expert on GP), the hotel may, on occasion, not be able to grant this privilege.
I have never had housekeeping call me and on several occasions have not left for the day until noon. But I am disciplined about using the "do not disturb" light, so if you didn't, maybe that's the reason.
I just checked my entire carpet and it is slightly torn for about 2" in one spot but otherwise shows no wear.
So my experience here continues to be truly outstanding, but since I have had bad experiences at hotels where others have not, I can understand your disappointment. To avoid a repetition, I suggest you raise your concerns directly with management which, I am sure, would be interested to hear them.
Seth, you have somewhat defensively tried to discourage comments that are favorable to the PHT in response to your note, but I cannot resist posting nonetheless. I can understand why you would be disappointed, but I have not experienced any problems like those you relate, including on my present stay.
As far as being denied late checkout, unless you are guaranteed that by GP (I am not an expert on GP), the hotel may, on occasion, not be able to grant this privilege.
I have never had housekeeping call me and on several occasions have not left for the day until noon. But I am disciplined about using the "do not disturb" light, so if you didn't, maybe that's the reason.
I just checked my entire carpet and it is slightly torn for about 2" in one spot but otherwise shows no wear.
So my experience here continues to be truly outstanding, but since I have had bad experiences at hotels where others have not, I can understand your disappointment. To avoid a repetition, I suggest you raise your concerns directly with management which, I am sure, would be interested to hear them.
May 19, 2004, 9:08 am
#64
Join Date: May 2004
Programs: AA EXP Hyatt GP Diamond SPG Plat Hilton Gold
Posts: 1
Good for You richard!
Originally Posted by RichardInSF
I am in the PHT now and have experienced none of these lapses except, yes, the soap is now unwrapped. Since I don't take soap, it never occurred to me that this was a "cost saving" feature. Indeed, I regard this as a convenience since I hate unwrapping hotel soaps as the paper NEVER comes off easily (and soap doesn't taste very good!).
Seth, you have somewhat defensively tried to discourage comments that are favorable to the PHT in response to your note, but I cannot resist posting nonetheless. I can understand why you would be disappointed, but I have not experienced any problems like those you relate, including on my present stay.
As far as being denied late checkout, unless you are guaranteed that by GP (I am not an expert on GP), the hotel may, on occasion, not be able to grant this privilege.
I have never had housekeeping call me and on several occasions have not left for the day until noon. But I am disciplined about using the "do not disturb" light, so if you didn't, maybe that's the reason.
I just checked my entire carpet and it is slightly torn for about 2" in one spot but otherwise shows no wear.
So my experience here continues to be truly outstanding, but since I have had bad experiences at hotels where others have not, I can understand your disappointment. To avoid a repetition, I suggest you raise your concerns directly with management which, I am sure, would be interested to hear them.
Seth, you have somewhat defensively tried to discourage comments that are favorable to the PHT in response to your note, but I cannot resist posting nonetheless. I can understand why you would be disappointed, but I have not experienced any problems like those you relate, including on my present stay.
As far as being denied late checkout, unless you are guaranteed that by GP (I am not an expert on GP), the hotel may, on occasion, not be able to grant this privilege.
I have never had housekeeping call me and on several occasions have not left for the day until noon. But I am disciplined about using the "do not disturb" light, so if you didn't, maybe that's the reason.
I just checked my entire carpet and it is slightly torn for about 2" in one spot but otherwise shows no wear.
So my experience here continues to be truly outstanding, but since I have had bad experiences at hotels where others have not, I can understand your disappointment. To avoid a repetition, I suggest you raise your concerns directly with management which, I am sure, would be interested to hear them.
about the decline in services at this hotel.I have stayed at this hotel at least 10 times over the last 3 years and on my last two stays service was less than expected and I was booked in a suite bot times. as seth indicates the carpets are worn (however, I am glad you got a room with great carpet richard), late check-outs of even an hour have been denied (however i always ignore them and stay as long as I want), room service is slow and the food arrives cold and the hotel seems to have a significant staffing issues at certain times during the day. moreover, there is no excuse for the housekeeping calls seth experienced.
To be sure, this is one nice hotel, but at the rates they charge they need to focus on these service issues. For me the service has gotten so bad, and I agree many of the things i am complaining abut a minor to some, but major for others that are used to good service and luxury, I have opted to stay at the Hilton Shinjuku (nice standard hotel, good rooms, great service and even better rates).
Some say you get what you pay for, but at the hyatt park in tokyo, it really is the more you pay the less you get. Never again for me. But richard, enjoy. Seth, don't you dare go back to that hotel, and do not waste your time complaining to the hotel's management they are not very responsive, assuming they can understand you in the first place.
May 19, 2004, 8:51 pm
#65
Join Date: Jul 2000
Location: MKE
Programs: DL Platinum; Hyatt Diamond
Posts: 1,119
hopefully the poor stay was an anomaly -- I have stayed nearly yearly since it opened, usually 4 or 5 nights a year, and rarely have ANY problems. Last January the Park room I had had just been renovated. BTW I have stayed here 40 odd nights and never paid for it -- always have used points or FFN! And yes, I do take the soap -- it's wonderful.
May 21, 2004, 7:37 pm
#66
Join Date: Feb 2001
Location: Seattle
Posts: 559
Originally Posted by SethLevy
This is a very difficult report to write on the Park Hyatt Tokyo. Nevertheless, I wanted to communicate the details of my recent stay at this hotel. Suffice it to say I was less than impressed with both the quality of the service and the attitude of the hotel’s staff.
We consistently and without exception received the best service I've experienced anywhere, from the bell staff, concierges, restaurant staff and housekeeping. Everyone was polite, pleasant, eager to please and discreet.
I told my husband I was dreading our return home, since I've never experienced anything close to that level of service anywhere in the US, including 5-star hotels.
The quality and repair of the furnishings, fixtures and soft goods (drapes, carpets, etc) in our PHT room were impeccable.
I was ill one day and we didn't leave our room at all. We left the "do not disturb" light on. About midday the housekeeping staff called and very apologetically inquired whether we needed the room made up. I said no, and we were not bothered again.
We were in our room on several occasions when the housekeeping staff was doing evening turn-down. We had our "do not disturb" light on, so a small pre-printed note was slipped under the door, inviting us to call Housekeeping if we wanted turn-down service.
I am a professional travel writer and I'm VERY picky. PHT vastly exceeded my expectations.
Sorry you had a bad stay, but I don't believe it represents a typical experience at this hotel.
May 21, 2004, 10:56 pm
#67
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Yeah, well good
DOn't get me wrong now. The PH Tokyo is a very nice hotel. However, as I noted, the service is hit or miss. However, I'd stay there again any day for free without any reservation whatsoever. But I will never, ever pay revenue (either my own money or my company's cash) for a room at the this hotel given the hit or miss service. I can do hit or miss at the Century Hyatt or Hilton, which are both just down the street, for a whole lot less.
But for free, come on now, we all know it is the best FFN or GP award value going.
And the soap, the soap is excellent (and I take it all, I even go to the maid's closet and get some more) wrapped or unwarap.
PS, they will be opening a Conrad in Tokyo in 2005!
But for free, come on now, we all know it is the best FFN or GP award value going.
And the soap, the soap is excellent (and I take it all, I even go to the maid's closet and get some more) wrapped or unwarap.
PS, they will be opening a Conrad in Tokyo in 2005!
May 27, 2004, 9:04 am
#68
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Join Date: Jul 2001
Location: Boston, Jo'burg, HK
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Batting 100%
Originally Posted by Pickles
I will be at the PHT for seven nights starting this Thursday. Will let you know if I come across any service lapses.
As for the soap, the reason it is now "unwrapped" is because the soap is different (and better, actually).
Small detail, but when they had the Molton Brown stuff, they would leave a shampoo and conditioner set in both the shower and in the tub. This time, only in the shower. Tomorrow comes the test of a top notch hotel, when the Aesop shampoo stuff "disappears", and is replaced. I will report back on that.
I've been staying at the GHT last few times (better rates, suite upgrade availability, location for meetings), and I can say that, although the GHT certainly gives the PHT a run for its money (and standalone, it is one fine hotel), the PHT still has an intangible edge overall.
May 27, 2004, 3:17 pm
#69
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Stayed at PH in late April
Enjoyed our FFN stay with the same view as in "Lost in Translation." Meiji Shrine, all of southern Tokyo and Tokyo Bay, Mt. Fuji - quite spectacular. Complimentary Diamond continental breakfast brought to our room with flourish. Shoes shined overnight. Nice toiletries, shower, and top bidet/ spray-equipped, heated seat automatic toilet. Plasma TV turned to a restful scenery sequence with music.
No service issues. Given a good rundown on room facilities by an Australian female staff member. Three slight negatives: 1) common areas way overheated - a frequent problem in Japan, and 2) very poor exchange rate for U.S. dollars, and 3) very circuitous access from street.
No service issues. Given a good rundown on room facilities by an Australian female staff member. Three slight negatives: 1) common areas way overheated - a frequent problem in Japan, and 2) very poor exchange rate for U.S. dollars, and 3) very circuitous access from street.
May 28, 2004, 12:10 am
#70
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Originally Posted by Pickles
Small detail, but when they had the Molton Brown stuff, they would leave a shampoo and conditioner set in both the shower and in the tub. This time, only in the shower. Tomorrow comes the test of a top notch hotel, when the Aesop shampoo stuff "disappears", and is replaced. I will report back on that.
May 28, 2004, 3:09 pm
#71
Join Date: Jan 2003
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Originally Posted by Pickles
Glad to report that the "disappearing" shampoo has reappeared. Better yet, Mrs. Pickles talked to them and asked them why they don't have any more lotion, like they used to have with the MB stuff (apparently the replacement from MB to Aesop was not taken lightly). So, today, an Aesop lotion of some kind materialized in our bathroom...
I am now at the PH Tokyo and am very happy with the services. I arrived 1 day late, and ran into the weekend local crowd, so check in area was PACKED....nonetheless, a concierge (Ms. Ikeda) promptly came to me and assisted me, escorted and checked me into my room. Luggage was promptly delivered, as well. Staff (bell, housekeeping, room service, and restaurant) are all very polite and courteous -- just as I remembered.I also paid extra attention to the conditions of the carpets and upholstery, and found them to be in good condition. I noticed a small stain on the carpet near the room entrance, as well as some dirt on the ceiling (at the entrance for utilities, I presume), and a dysfunctional light bulb above the desk. A call to housekeeping took care of that in less than 10 minutes.
I love the Aesop products, so I called housekeeping to request for more. They were more than happy to deliver them to me (I got a total of 4 bottles of lotion, btw), and I found them to be far superior to MB….IMO.
As a side note, I was placed in the regular King room (4610), still very nice, but certainly not as nice as Pickles’ corner room. Also, I recognized Ms. Ikeda from my stays at the PH Paris, and she informed she has just returned to Japan from Paris for training purposes. She’s also a member of the Clefs d’Or, so I have dealt with her and Gilles while I was at the PH Paris. It’s so great to run into familiar faces who treats you like a valued return guest.
Jun 1, 2004, 12:55 am
#73
Join Date: Sep 2003
Location: Kettering, Ohio USA
Posts: 554
SethLevy, I had often considered the PHT but found the $525/night + TAX/Service too high. I asked others why this hotel was so expensive and no one could answer, now you're telling me why it isn't worth the money.
It seems that when people are paying their own expenses they tend to have a critical eye. I, like you, pay my own expenses. $500 is too much for a Hyatt. Four Seasons, maybe. Hyatt, no.
It seems that when people are paying their own expenses they tend to have a critical eye. I, like you, pay my own expenses. $500 is too much for a Hyatt. Four Seasons, maybe. Hyatt, no.
Jun 1, 2004, 2:39 am
#74
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Originally Posted by bluewatersail
$500 is too much for a Hyatt. Four Seasons, maybe. Hyatt, no.
I've been here six nights already, and this place is as good as always. I've been staying at the GHT the last few times because of convenience, rates, etc. Next time, it is back to the PHT, who cares about the location...
Jun 1, 2004, 5:58 am
#75
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Originally Posted by bluewatersail
SethLevy, I had often considered the PHT but found the $525/night + TAX/Service too high. I asked others why this hotel was so expensive and no one could answer, now you're telling me why it isn't worth the money.
It seems that when people are paying their own expenses they tend to have a critical eye. I, like you, pay my own expenses. $500 is too much for a Hyatt. Four Seasons, maybe. Hyatt, no.
It seems that when people are paying their own expenses they tend to have a critical eye. I, like you, pay my own expenses. $500 is too much for a Hyatt. Four Seasons, maybe. Hyatt, no.
But like I said earlier the hotel is a nice hotel so I will go back on a free night. But I for one am not foolish to pay my own money to stay at this hotel, service issues or no service issues.
As you said, $500 is too much for a Hyatt. And unlike what pickles indicates, this is still just a Hyatt, which means you are paying for just a room. You pay the tax for the bad service.