RichardInSF

Speaking as moderator, I am now going to move what used to be the above two posts (one of which is mine) about Sapporo hotels to the following thread where they properly belong:

https://www.flyertalk.com/forum/showthread.php?t=1704812&referrerid=14479

specboi

Hey guys,

I have a question regarding a request I have for the concierge team at Aman Tokyo.

​​​​​​Before I start, I have to say this team seems to be the weakest compared to the other two hotel concierge team I'm talking to right now. (Upperhouse and Amanoi). They seem to always misinterpret my emails or avoid answering my questions directly.

So during my trip to Tokyo, I would like to dine at a ramen restaurant that is located about 40min away from Aman Tokyo. The restaurant does not take reservations and runs on a ticket system, bascially you have to go around 7am to get a ticket and come back around 11-12pm to have your lunch. The actual time depends on how early you get there.

I have sent two emails to the concierge team to ask if a) we can make a detour there during my airport pick up to get a ticket, before heading to the hotel or b) to have the hotel grab the ticket for me at 7am and then when I get to the hotel I can grab the ticket and then head out to the restaurant. (My flight lands at 6:50am)

​​​​​​the first response from the hotel was an explanation of how the ticket system worked, which I already knew and was not my question. After responding and clarifying (or I thought I did) the response was 3 different options on how I can get yo the restaurant from the hotel, train, taxi or hotel car. Without mentioning at all if the hotel can help take care of this for me, or of the airport transfer can take a detour.

So is this a case of lack of English? Or is the way the hotel is polietly telling me no and that I have to go get the tickets myself? Is my request reasonable or am I asking for too much?

Thanks in advance for the help/feedback
​​​

MattEvan

specboi

I'm actually wanting to go to Tomita Ramen in Matsudo for their Tsukemen

BESVISOR

I don't think it's an over ask at all. I would agree that The Upper House and Amanoi are better in service than Aman Tokyo but still, this isn't a big ask nor is it difficult.
When I've worked with Aman Tokyo's Concierge team, it's always been okay. Nothing fabulous (like MO Tokyo) but no huge issues either. You may have had some bad luck. If things doesn't get better in another exchange or so, let me know and I'll be happy to see if I can track one of the managers down to assist you on this.

specboi

Thank you for the offer to help @BESVISOR, I actually got the email for the GM from the Amanoi team, however I am reluctant to escalate this to the GM just yet. Going to give concierge a chance to redeem themselves. If not I'll try to get a hold of the guest experience manager or something, not sure of something like this is worth involving the GM over. Or am I being too considerate here?

747FC

They are being polite.

Now, if you asked the question: "Could you find me a driver I can hire to pick me up at the airport, wait for me at the Ramen place, and then bring me to the hotel?" I suspect you would get a "Yes."

Aventine

I wouldn't bother with the Aman Tokyo GM. You're likely to get a canned response or nothing at all.

specboi

Well that's basically what I asked, I said would the hotel arranged airport transfer be able to take me to the restaurant to obtain a ticket before taking me to the hotel, would this result in a surchage if so how much? Thanks

BESVISOR

Nicholas at Amanoi is great!

Yeah, I think if the Aman Tokyo Concierge team still can't get things straighten out for you after another try, I don't think it would hurt to just email the GM. No matter who is working on it, it should matter to them. It's the same objective. Getting an answer (hopefully, yes) to the guest. But I think some members here even found the GM to be difficult to work with.

BESVISOR

Haha! I was not planning to reach out to the GM. I'd probably go to my normal corporate Aman Tokyo contact to help, instead.

FlyerEC

specboi

I actually don't have the contact for the Chief Concierge, would you be able to PM that to me?

Thanks

Aventine

I don't know why the VD regime appoints GMs that seem to have guest phobias? One of the former Aman hallmarks was the personal attention and treatment from the GMs.

Kagehitokiri

who is chef concierge? no longer well regarded ex peninsula tokyo chef concierge ?

some new external hire aman GMs were true aman, unfortunate some left already

also some new external hires were not hired as GM but promoted, and doing well

clearly tokyo (and to an extent puri) are larger than most aman, so one factor

there may also be long time aman veterans below the GM / top level