Originally Posted by chewy3

I just completed a three night stay here. As others have mentioned, the hard product is excellent; service not so much. I had three major arguments with the hotel starting with Diamond upgrade to executive room. Exec rooms and corner rooms were showing until only minutes before I arrived. They informed me there was no upgrade available and I wouldn't be entitled to use the lounge either since I was not in an exec room. I asked for the manager and after pressing very hard they agreed to give me an executive suite.

The second issue had to do with one of my suitcases which had been damaged earlier in the trip but the wheel was repaired. They once again damaged the wheel upon delivering it to the room and said due to preexisting damage they had no liability. I let it go but we had been carting that suitcase with the repaired wheel all around japan without any issues so clearly they applied undue pressure to it. Just the way the manager approached me with the issue really irritated me.

Finally, Gold members and Diamond members are entitled to 25% off most of their restaurants (they don't clearly advertise this but it is mentioned on the website) and I mentioned that I wanted to make sure the discount was applied when booking the reservation with the concierge. However upon paying for my meal, they informed me that the $100 impresario (or Amex/FHR) credit is not combinable with the 25% discount and I would have to choose one or the other. I told them that's absurd given that the $100 credit is unrestricted and it is not relevant or related to any discounts received on the food. After making a huge scene they agreed to apply both. I then got a call the next day from the f/b manager who did not even understand what they had agreed to and said I could still use the $100 on something else. I had to once again correct her that they agreed to apply both to that meal.

There were several other minor service lapses that are not worth mentioning, but suffice it to say it was a stressful experience overall. There is a Four Seasons that is almost completed just a few blocks away so hopefully it won't be necessary to stay at this property again.