รีวิวและความประทับใจจากผู้เข้าพักที่ Hilton Tokyo

We’re sorry to hear that.

We made a Reservation for three people in one Room. We arrived at 1:30 p.m. and completed only the check-in procedure for the time being. At that point, the front desk staff told us that cleaning of the prepared Room (twin + extra bed) would likely not be finished in time for the 3:00 p.m. check-in, and asked us to check in later. So we left our luggage and went out. When we returned after 3:30 p.m. and requested to check in again, we were told it would still take more time, so they changed us to a higher-grade Room (deluxe twin + extra bed) and also offered late check-out service. We were told that an extra bed would be brought in due to the room change and that they would come later to set it up. Since it was a sudden room change, I understood—but after the extra bed was delivered, I checked items such as yukata robes and amenities, and everything was only for two people. Because it was a twin Room, I assumed they would bring the missing items later, but no one came even after waiting. So I ordered what was missing on my phone; when it was delivered there wasn’t any particular apology… I thought maybe this is just how it is. Then when I tried to change clothes, I realized my suitcase—which they said they would deliver to the Room later—had not arrived, so I called the front desk and had them bring it up. Overall, it became a very disorganized start to our stay, and I kept wondering if we should have just waited until the originally assigned Room was ready. Also, although I’m not sure if it was from upstairs or elsewhere, footsteps were noticeable. It’s especially disappointing because the male staff member at reception during check-in was very good. In fact, we stayed at Hilton Yokohama two days ago: smooth check-in; quiet; excellent facilities and in-room environment. In Yokohama there were also amenities sets including cleansing oil/cleanser/toner/emulsion skincare products; I assumed Tokyo would have them too but there were none, so we had to buy them at a convenience store downstairs at short notice. Something available in Yokohama wasn’t available in Tokyo… Since both are Hilton properties I thought things would be standardized across them, but apparently not—good to know. For reference, Yokohama also had body-wash towels and mouthwash; plus a jewelry tray in the Room and even long umbrellas available for loan. There were shoe cloths as well as a Bluetooth speaker too. It made me wonder what accounts for such differences. After Hilton Yokohama, we expected Hilton Tokyo to be even better—so this was truly disappointing. That said, our meal at Marble Lounge was very delicious, and the dining staff’s timing in clearing empty plates as well as refilling water when it ran low was excellent.