Ascott Marunouchi Tokyo

The hotel made a mistake during check-in, which led to a lengthy discussion before I could finally get settled. They did upgrade my room, which was very spacious, and the cleanliness was acceptable. However, no one at the front desk offered to help with my luggage.

I've been staying at this place for a decade now, visiting several times a year, often for a month at a time. The location is convenient. However, a friend once smoked in my room during a previous stay. Ever since, I'm reminded about it every single time I check in. It's incredibly frustrating. I don't know how many other decade-long loyal customers you have, but you've certainly succeeded in making me not want to stay here anymore.

Pretty satisfied

I've always been a loyal fan of Ascott, but the Ascott Tokyo really left me speechless. Upon check-in, we were informed that the entire building would have a power outage on our last day, meaning all guests had to vacate their rooms before noon. What's more, luggage storage wasn't allowed, so we had to drag our five suitcases ourselves to the JR Tokyo Station, about a 10-minute walk away, and pay 5000 yen to store them. The hotel offered no compensation or even assistance with transporting the luggage to the station. Even more outrageous, the power went out twice in the middle of the night that day, causing the washing machine to stop mid-cycle and forcing us to rewash a whole load of clothes. Additionally, the power outage was announced to start at noon, but breakfast wasn't served at all that morning. At check-in, the front desk staff had us register for a new ASR membership and gave us breakfast vouchers, promising they could be used any day, yet when we tried to use them, breakfast wasn't available? What a joke. Please note, we were only informed of this entire power outage incident upon check-in. Why wasn't this communicated in advance? A power outage affecting the entire building is a major event, and the hotel must have known about it well in advance. If we had been notified earlier, we would have had time to choose another hotel. Instead, the hotel's complete inaction left us with no other options upon arrival. This is completely unacceptable in Japan, a country known for its excellent customer service!

Excellent location, but the rooms are just average and the service is terrible. The listed facilities are inaccurate. It's rare for me to leave a bad review, but this one deserves it.