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?