Originally Posted by Raynyan

ANA InterContinental Tokyo

How is the exec. lounge?
Staff is completely replaced. People many of you guys familiar with are gone.

No heart touch service. Sunk to the packaged food & beverage offering place.

What was bad?
Club Lounge’s heart touch service is gone.

Former GM Clive Murray (now Director of Operations Luxury & Lifestyle, Japan and Micronesia) doesn't seem to have any respect for RAs or long-term regulars. He completely destroyed the culture of this hotel. And the current GM, Michael Jansen, is following Mr Murray's policies to the letter. Many of the regulars are gone.