Park Hyatt Tokyo REVIEW - MASTER THREAD
Dec 25, 2016, 7:10 am
#2641
Join Date: Jan 2008
Posts: 3,578
My colleagues had checked into their room which was under my name and I paid for, the night before. They had been told they would receive free breakfast when they checked in, and even told the staff I would be arriving the next morning. When I arrived, they told me that my other room would not receive breakfast, and indeed charged me for 2 people when we had breakfast (I thought maybe there was just confusion).
Housekeeping did a sorry job, in fact, one morning while cleaning the suite, they picked up a dirty sock with hair on it, from the floor and placed it on the vanity, which they then did not even bother to clean.
My shower in my suite leaked while using it, so badly in fact, that it took 3 towels to clean, and my wife almost killed herself slipping on it when she exited, not expecting a ton of water on the floor. My colleagues' shower leaked as well although not as bad. I told them what happened, and no apology or anything, just a "we'll send someone to fix it." While we were out, they obviously came and tried, but it still leaked the next day. It was obvious it still leaked if it had been tested. Eventually after complaining AGAIN and they came up again, they found it was a design flaw in the door...fair enough, but really? You cannot build a non leaking shower? How was I the first to notice this?
Also, just minor other touches...no mention of me by my last name when I called down ever, mediocre English at best from every staff (I am not saying, SPEAK ENGLISH because I do, only that it was a noticeable oddity at this hotel, considering the HR Kyoto was FILLED with superb English speakers, who sounded like native speakers), etc.
I did say something towards the end as I said (I hate to go and complain or even sound like I am complaining at the hotel, but it was more of a "hey, I want to mention you are having some issues" kind of thing. The duty manager was shocked when I mentioned check in, and in fact HE stated "they did not offer you access to the showers in the spa? I am very disappointed to hear that." It was not even mentioned by me. We actually had a very frank conversation, it was not a "ok complaining guest, I agree with everything you say to make you feel better." We discussed some things and I mentioned where I was not trying to complain and was not asking for anything, but wanted to bring things to his attention. His response was very adequate but the whole stay was hugely disappointing for that hotel and for that cost.
Dec 25, 2016, 11:58 am
#2642
Join Date: Jan 2016
Programs: AA, Hyatt, Marriott, Hilton
Posts: 501
I arrived at 0800 direct from HND, and when I checked in, the lady who checked us in told us the room was not ready (which I get), but she just stared at me blankly when I mentioned I had been on a plane for 12 hrs, she just told me "check out is 12, so you can leave and come back at 1". No offer of, go to the spa and shower, here is a temporary room to use, etc, like every other decent hotel has always offered.
My colleagues had checked into their room which was under my name and I paid for, the night before. They had been told they would receive free breakfast when they checked in, and even told the staff I would be arriving the next morning. When I arrived, they told me that my other room would not receive breakfast, and indeed charged me for 2 people when we had breakfast (I thought maybe there was just confusion).
Housekeeping did a sorry job, in fact, one morning while cleaning the suite, they picked up a dirty sock with hair on it, from the floor and placed it on the vanity, which they then did not even bother to clean.
My shower in my suite leaked while using it, so badly in fact, that it took 3 towels to clean, and my wife almost killed herself slipping on it when she exited, not expecting a ton of water on the floor. My colleagues' shower leaked as well although not as bad. I told them what happened, and no apology or anything, just a "we'll send someone to fix it." While we were out, they obviously came and tried, but it still leaked the next day. It was obvious it still leaked if it had been tested. Eventually after complaining AGAIN and they came up again, they found it was a design flaw in the door...fair enough, but really? You cannot build a non leaking shower? How was I the first to notice this?
Also, just minor other touches...no mention of me by my last name when I called down ever, mediocre English at best from every staff (I am not saying, SPEAK ENGLISH because I do, only that it was a noticeable oddity at this hotel, considering the HR Kyoto was FILLED with superb English speakers, who sounded like native speakers), etc.
I did say something towards the end as I said (I hate to go and complain or even sound like I am complaining at the hotel, but it was more of a "hey, I want to mention you are having some issues" kind of thing. The duty manager was shocked when I mentioned check in, and in fact HE stated "they did not offer you access to the showers in the spa? I am very disappointed to hear that." It was not even mentioned by me. We actually had a very frank conversation, it was not a "ok complaining guest, I agree with everything you say to make you feel better." We discussed some things and I mentioned where I was not trying to complain and was not asking for anything, but wanted to bring things to his attention. His response was very adequate but the whole stay was hugely disappointing for that hotel and for that cost.
My colleagues had checked into their room which was under my name and I paid for, the night before. They had been told they would receive free breakfast when they checked in, and even told the staff I would be arriving the next morning. When I arrived, they told me that my other room would not receive breakfast, and indeed charged me for 2 people when we had breakfast (I thought maybe there was just confusion).
Housekeeping did a sorry job, in fact, one morning while cleaning the suite, they picked up a dirty sock with hair on it, from the floor and placed it on the vanity, which they then did not even bother to clean.
My shower in my suite leaked while using it, so badly in fact, that it took 3 towels to clean, and my wife almost killed herself slipping on it when she exited, not expecting a ton of water on the floor. My colleagues' shower leaked as well although not as bad. I told them what happened, and no apology or anything, just a "we'll send someone to fix it." While we were out, they obviously came and tried, but it still leaked the next day. It was obvious it still leaked if it had been tested. Eventually after complaining AGAIN and they came up again, they found it was a design flaw in the door...fair enough, but really? You cannot build a non leaking shower? How was I the first to notice this?
Also, just minor other touches...no mention of me by my last name when I called down ever, mediocre English at best from every staff (I am not saying, SPEAK ENGLISH because I do, only that it was a noticeable oddity at this hotel, considering the HR Kyoto was FILLED with superb English speakers, who sounded like native speakers), etc.
I did say something towards the end as I said (I hate to go and complain or even sound like I am complaining at the hotel, but it was more of a "hey, I want to mention you are having some issues" kind of thing. The duty manager was shocked when I mentioned check in, and in fact HE stated "they did not offer you access to the showers in the spa? I am very disappointed to hear that." It was not even mentioned by me. We actually had a very frank conversation, it was not a "ok complaining guest, I agree with everything you say to make you feel better." We discussed some things and I mentioned where I was not trying to complain and was not asking for anything, but wanted to bring things to his attention. His response was very adequate but the whole stay was hugely disappointing for that hotel and for that cost.
I asked a couple months ago as soon as i arrived if i could use a shower if possible, and they escorted me to the gym/pool area and told me i could take my time, and gave me a water bottle as i exited and took my luggage and put it in my room when it was available.
Dec 25, 2016, 2:05 pm
#2643
Join Date: Apr 2015
Location: Sweden
Programs: Marriott Platinum - LT Gold
Posts: 688
Lots of negative posts about this hotel recently. Had a wonderful stay here of four nights a year ago. Everything was for me and my gf almost perfect with this hotel. Breakfast was awesome and big, the funny English guy (hope he's still there) who we always laughed with, the new York bar with the jazz band and the pool. Service was top notch.
Room was huge but felt a bit dated. Hope Hyatt will renovate up their rooms soon. Will gladly return if so.
Room was huge but felt a bit dated. Hope Hyatt will renovate up their rooms soon. Will gladly return if so.
Dec 25, 2016, 2:34 pm
#2644
Join Date: Oct 2006
Location: Newport Beach / San Francisco / Seattle
Programs: UA GS 1MM, Amex Centurion, Hyatt Globalist, Marriott Ambassador
Posts: 289
I've been staying at PHT 2-3x /year for the last 3 years now and the only thing that has changed that I immediately dislike is the size of the bread/pastry breakfast basket. It has halved in size in the last year 
I HAVE noticed, however, that the shower door leaks a lot. It always has
I HAVE noticed, however, that the shower door leaks a lot. It always has
Dec 25, 2016, 3:10 pm
#2645
Join Date: Nov 2006
Location: Chicago, IL
Programs: AA EXP & AAirpass, Hyatt Courtesy Card, SPG Platinum
Posts: 991
Yes, they have. In the past I have been advised several times that they were out of the Japanese breakfast and that a preorder the night before is required. Others have reported the same thing. After pointing out the absurdity of this, they now always have the Japanese breakfast for me. Or try to. During a recent visit in August they did not deliver on this promise (remarkably bad stay due to B team working during Obon), so presumably it is still hit or miss for guests who don't visit as regularly as you and I.
They've never limited the ability to have Japanese breakfast in the restaurant.
Dec 25, 2016, 3:24 pm
#2646
FlyerTalk Evangelist
Join Date: Jul 2011
Programs: Hyatt Discoverist, SEIBU PRINCE CLUB Silver, Marriott Gold
Posts: 20,436
Regardless, preordering is no longer their official policy. There are no longer any restrictions on ordering the Japanese breakfast upon arrival at the restaurant.
Dec 25, 2016, 5:00 pm
#2647
Join Date: Aug 2010
Location: D/FW
Programs: DL MM/Silver; UA 1K ; Hilton Gold; Marriott Titanium; Avis Pref+,Hertz PC
Posts: 585
Hi, I will be staying there in March. I saw this on their website "•E-Mobile portable Wi-Fi rental service" Anybody know the rate and how that works? Thanks in advance.
Dec 25, 2016, 5:30 pm
#2648
Join Date: Nov 2006
Location: Chicago, IL
Programs: AA EXP & AAirpass, Hyatt Courtesy Card, SPG Platinum
Posts: 991
There was never a limitation on ordering the Japanese breakfast the day of, but a high likelihood of being told it's not available and that one should preorder. I was certainly denied the Japanese breakfast as recently as August. And this wasn't the first time.Others have reported the same. So yes this requirement has been enforced. By the way, this property usually treats me very well, including with generous upgrades all the way to the presidential suite.
So for the benefit of other readers it seems the Japanese breakfast situation is still somewhat unpredictable, unless a very recent policy change occured. If so that would be a welcome change!
In other news, life goes on!
So for the benefit of other readers it seems the Japanese breakfast situation is still somewhat unpredictable, unless a very recent policy change occured. If so that would be a welcome change!
In other news, life goes on!
That's not a limitation on being able to have the breakfast, only a limitation on the timeframe required to order it. And I don't know that they've ever really enforced that if you actually tried to order it that day.
Regardless, preordering is no longer their official policy. There are no longer any restrictions on ordering the Japanese breakfast upon arrival at the restaurant.
Regardless, preordering is no longer their official policy. There are no longer any restrictions on ordering the Japanese breakfast upon arrival at the restaurant.
Dec 25, 2016, 6:02 pm
#2649
Join Date: Aug 2010
Location: California
Programs: American, SWA, United, IHG,Hilton, Hyatt, Marriott
Posts: 1,843
Dec 25, 2016, 9:23 pm
#2650
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Boston, Jo'burg, HK
Programs: AA EXP, Hyatt Lifetime Diamond, CX Gold, Mrs. Pickles travels for free
Posts: 13,162
I've just finished a 3 night stay, hadn't stayed there in a while, as I've been favoring the Andaz for the obvious reasons. I have to say my stay was quite nice. Not the mind-blowing experiences of a decade ago, but a very-well run operation without any service fails. Notable was the fact that it doesn't take 45 minutes anymore to get coffee or tea in at breakfast in the morning, even with a full restaurant (which it was most days). The pool, spa and Club on the Park remain the best of any hotel in Tokyo, at every level.
My faith in the place is somewhat restored.
My faith in the place is somewhat restored.
Dec 27, 2016, 6:36 am
#2651
Moderator: Luxury Hotels and FlyerTalk Evangelist
Join Date: Sep 2002
Location: Palo Alto, California,USA
Posts: 17,856
Alas, we were both there at the same time and missed a meet-up opportunity!
The hotel was very busy this time and the GM told me that 2016 has been one of their strongest years. I get treated very well here and have never had a bad experience, although admittedly I am a known regular guest.
About my only problem was that the "have you reserved the shuttle" question came up a few times during my stay, which I find most annoying -- and have no hesitation saying so to the junior staff doing the asking. This seems to cause them to back off unless the shuttle is actually full.
Incidentally, I make it a point of not reporting things like burned out lightbulbs here, just as a small test. In every case, housekeeping finds the problem and repairs it on their own within a day or so. So I haven't experienced problems like those reported by a few folks upthread and I doubt I am getting special treatment in this area.
The hotel was very busy this time and the GM told me that 2016 has been one of their strongest years. I get treated very well here and have never had a bad experience, although admittedly I am a known regular guest.
About my only problem was that the "have you reserved the shuttle" question came up a few times during my stay, which I find most annoying -- and have no hesitation saying so to the junior staff doing the asking. This seems to cause them to back off unless the shuttle is actually full.
Incidentally, I make it a point of not reporting things like burned out lightbulbs here, just as a small test. In every case, housekeeping finds the problem and repairs it on their own within a day or so. So I haven't experienced problems like those reported by a few folks upthread and I doubt I am getting special treatment in this area.
Dec 27, 2016, 7:08 pm
#2652
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Boston, Jo'burg, HK
Programs: AA EXP, Hyatt Lifetime Diamond, CX Gold, Mrs. Pickles travels for free
Posts: 13,162
Alas, we were both there at the same time and missed a meet-up opportunity!
The hotel was very busy this time and the GM told me that 2016 has been one of their strongest years. I get treated very well here and have never had a bad experience, although admittedly I am a known regular guest.
About my only problem was that the "have you reserved the shuttle" question came up a few times during my stay, which I find most annoying -- and have no hesitation saying so to the junior staff doing the asking. This seems to cause them to back off unless the shuttle is actually full.
Incidentally, I make it a point of not reporting things like burned out lightbulbs here, just as a small test. In every case, housekeeping finds the problem and repairs it on their own within a day or so. So I haven't experienced problems like those reported by a few folks upthread and I doubt I am getting special treatment in this area.
The hotel was very busy this time and the GM told me that 2016 has been one of their strongest years. I get treated very well here and have never had a bad experience, although admittedly I am a known regular guest.
About my only problem was that the "have you reserved the shuttle" question came up a few times during my stay, which I find most annoying -- and have no hesitation saying so to the junior staff doing the asking. This seems to cause them to back off unless the shuttle is actually full.
Incidentally, I make it a point of not reporting things like burned out lightbulbs here, just as a small test. In every case, housekeeping finds the problem and repairs it on their own within a day or so. So I haven't experienced problems like those reported by a few folks upthread and I doubt I am getting special treatment in this area.
Dec 27, 2016, 7:34 pm
#2653
FlyerTalk Evangelist
Join Date: Jul 2011
Programs: Hyatt Discoverist, SEIBU PRINCE CLUB Silver, Marriott Gold
Posts: 20,436
And I'm also not understanding what people here find so unreasonable about reserving the shuttle van. Do you want them to kick someone off that reserved earlier so that you can ride?
Last edited by hailstorm; Dec 28, 2016 at 12:28 am
Dec 28, 2016, 3:03 am
#2654
Join Date: Jul 2010
Location: Between AMS and BRU
Posts: 8,852
I know this was a major annoyance for me as well when I stayed....
Dec 28, 2016, 3:59 am
#2655
FlyerTalk Evangelist
Join Date: Jul 2011
Programs: Hyatt Discoverist, SEIBU PRINCE CLUB Silver, Marriott Gold
Posts: 20,436
And they do provide an alternative. There are taxis waiting in the very same place.