RichardInSF

When it comes to products, Japan is all about choice. In a specialist store, there could easily 20+ different kinds of luggage locks, each in 6 different colors. So to do what you ask in the way that you want, the concierge might believe that they would have to borrow a large stock, bring them back for you to choose from, and then return all but one to the store. That could involve buying them all and then returning all but one! So the default assumption is not to do what you suggest.

If them getting it is what you wanted, they would have done it if you specifically asked and also assured them that they could use their best judgement to choose. They would have likely charged you for round trip taxi to and from the store plus the cost of the lock, but probably not any time or service charges.

BTW, it's at least theoretically possible that the convenience store or the drug store in B1 had one for sale.

WorldTraveler780

I would have at least appreciated it if they would have asked. For me, it's more about feeling that I'm taken care of (in these respects), and that for logistical matters in Japan, that the concierge has 'got my back'. In the grand scheme of things, it was a relatively minor points, and I did find at least 30+ kinds of locks in Tokyu Hands. However, still, I was there, and I do believe they could have made some more kind of an effort. If even to say, let us call and ask in Japanese. It felt like very minimal effort to me.

MikeFromTokyo

It sounds to me like this was a communication issue. I am confident that the hotel would have made every effort to fulfill your request if you had communicated it more clearly.

WorldTraveler780

Thanks to all for the comments. I will be more direct in future interactions with Japanese concierge.

banzani

My first stay here - and wow.

Just 1 night, had asked for early check-in which was not only given at 7am but included upgrade to the corner view (-12), and even Mt Fuji was visible.

Was asked re: amenity and chose the points, however in my room I still found a bottle of decent red and a box of cookies. A small breakfast was waiting on the desk.

Used the Spa after been given a small tour. Very nice. The pool area feels a bit cold though.

Happy hour from 5-7 includes Sparkling (no champagne), red/white/beer. Some nuts were served. I brought along two colleagues asking if I could simply pay for them to which they said no problem. We ordered some food, and it turned out they only made me pay for the food. Very very good and friendly service. Wow again !

Overall it feels quiet - I believe we were the only happy hour guests, the bar filled up later with 'normal customers'.

It's properties and stays like these that make the difference....too bad I will probably miss requal this year.

WorldTraveler780

Nice!

I have zero status with Hyatt, however after reading reviews like yours, I am more motivated to work towards it. PHT has become my favorite hotel in the world. In terms of the overall hotel property, I can honestly say that there is little if anything I would change.

So, you got a Park View Room? My favorite as well.

steveholt

I stayed last year in the PHT and just loved it so much that I'm going back in May. I was a Diamond then, but I won't re-qualify for Diamond next year. My goal is to get into a Park Suite this year on a two-night stay.

My plan is to book a two-night stay and then use points to upgrade to a suite for the two-night stay. Can I do that if I book a stay using BRG? The hotel's currently listed for a two-night midweek stay in May at $420 per night + tax - can I expect that rate to decline over the next few months? Would love any advice people have.

hailstorm

Sorry, cannot use points to upgrade a BRG stay. Only Hyatt Daily Rate works with point upgrade.

utpharmdoc

Stayed there 2 nights in a suite from Chase CC April, enjoyed it very much. Going back for one more night in 3 days.

sensei

I have found the concierge services at the PHT to be somewhat lacking at times as well. One time I asked them to make a train reservation for me (using my railpass) and they insisted that I had to do this in person and had me walk to Shinjuku station. I didn't mind the walk per se, but I left feeling disappointed as many other hotels in Japan have routinely done this for me. Initially I thought that maybe JR policies had changed, but the Hyatt Regency Kyoto made train reservations for me a few days later and only charged a nominal fee for the service.

During the same stay at the Park Hyatt, my uncle came to really like the swimming buoys that are offered at the pool and wanted to purchase one. The concierge looked into this, but stated that regretfully the hotel could not provide a buoy for purchase and said we could try to go to the buoy company's Tokyo store and see if they had them in stock. We were about to leave for Kyoto and didn't have time to do that. Meanwhile, my uncle had done a simple internet search, found the buoy he wanted for sale online, handed the printout to the concierge at the Kyoto Hyatt and by the time we returned to the PHT 2-days later the buoy was already there waiting for us.

I don't think at a hotel of this caliber I should have to spell out exactly what has to happen to fulfill a simple request like this. At a minimum, they should have called the buoy store to check availability and also done a web search to find online stores that would ship the item.

What was described above with respect to luggage locks strikes me as similar in that the concierge didn't really appear to make any effort to go out of their way to fulfill a simple request. Go to Tokyu Hands, go to JR Shinjuku, go to X buoy store is a rather minimalist response to a request. In both cases, the Kyoto Hyatt did a much better job.

RTW1

Wow... I must really be a low maintenance guest. I expect the hotel to be accommodating in everything that has to do with me staying there and the facilities they offer.
Using the concierge for things like booking tours and dinner reservations seems what they are there for.

But expecting them to be a personal shopper seems pushing it a bit....

suite2suite

I am surprised the concierge at the Kyoto HR charged you a fee for making train reservations.
Unless their policy has changed since I was there in April, I always have them buy my train tickets and make seat reservations sometimes on a one day notice. They send someone to the train station and have never charged me a fee. They are extremely willing and competent.

Perhaps someone needs to have some serious talk with PH Tokyo's General Manager.
By the way do they ever send out an e-mail soliciting comments from a guest?

OsakaWino

I would expect them to do what they could by using the phone, especially if there is a language problem. I've asked them to call to confirm or change restaurant reservations I've made online. And for airport bus schedules (I really do expect them to have local transport timetables on hand).

I've frequently asked for directions or advice on best means of transportation, but since the advice has been incorrect about half the time (recent examples, HR Kyoto recommended taking a bus, when I knew that for 2 people a taxi would be about the same or even less, and PHV sent us to the wrong metro station, and in Singapore they could'nt find me a nearby barber), I often don't bother.

In the case of the buoy, I think I would have expected PHT to call the company to see if one was available, rather than just suggest the guest go and find out for themselves.

But you do read of lots of people having hotel staff go out and get them replacement iPod chargers, etc.

OsakaWino

Can't be sure, but I strongly suspect the nominal fee at HR Kyoto was charged by JR, maybe a small change fee or a fee for a reserved seat, and the hotel paid it and just passed it on to the guest.

steveholt

I had the hotel buy me tickets for a pair of concerts and they charged me a 2000JPY "runner's fee" to purchase the tickets. All they had to do was go to the Lawson's around the corner to do so, but I would not have been able to buy them with my limited Japanese.