รีวิวและความประทับใจจากผู้เข้าพักที่ The Westin Yokohama

(จังหวัดคานากาว่า/มินาโตะมิไร) [ทั้งหมด 373 ห้อง]
คะแนนรวม
4.21
ดี (191)
  • ห้องพักและสิ่งอำนวยความสะดวก
    4.34
  • สิ่งอำนวยความสะดวก
    4.50
  • การบริการลูกค้า
    3.93
  • อาหาร
    4.09
  • น้ำพุร้อน・อ่างอาบน้ำ
    4.30
  • ความพึงพอใจ
    4.06
  • 1.83
    泊まるひと

    The Worst Hotel Stay Ever

    I booked a two-night stay with club lounge access and was looking forward to relaxing at the Hotel as part of a birthday celebration, but repeated mishandling and growing distrust led me to leave after just one night. I bought a cake at Sugar Merchant inside the Hotel. Even though I said I would eat it in my Room, no one even mentioned forks. If the policy is not to include cutlery, they should at least say, “Please contact Room Service.” After the purchase, I had to call Room Service myself while staring at the cake in my Room, and then wait far longer than expected. Were we supposed to eat it with our hands? For a luxury Hotel, this felt extremely inattentive. Before going out that evening, I asked for the used cutlery to be cleared. When I returned to my Room it had been removed, but turndown service had not been done. The next morning, when I tried to have coffee there were no cups either. Once again I contacted Room Service and waited more than ten minutes before they arrived. At that time I asked about turndown service and was told it was available. When I said it hadn’t been done the night before, they replied only that they would “check.” Later, while having breakfast in the lounge, I saw two staff members whispering while looking at us, which made me very uncomfortable. Then a manager came over to our table mid-meal to apologize. With other guests nearby—and just as we were trying to move on and enjoy breakfast—they brought up the issue again and made us feel uncomfortable all over again. After that, we were told turndown service is provided “only upon request.” However, there was no explanation at check-in or any mention in written information provided in the Room or elsewhere. The manager also said it is not something they ask guests about; it is done only for those who specifically request it. The explanations were inconsistent—how are guests supposed to know this service exists? And what is your view on withholding a service without informing guests of its availability? We repeatedly had to contact staff ourselves and then wait each time; explanations were inconsistent; and even though we cut our stay from two nights down to one due to these issues, there was no apology or consideration until the very end—nor even any farewell upon departure. There was no sense of hospitality at this Hotel. My honest impression is: “I thought this was a luxury Hotel—but it wasn’t.” For future guests: I recommend confirming in advance what services are available—including turndown—and how to use them.

  • 4.50
    mie-da

    A Mini Getaway with Friends

    We stayed again with lounge access. Since our Room was on the same floor as the lounge, it was very convenient. Also, the beds at The Westin Hotel are excellent! We could relax and sleep well. We would definitely like to visit again. Thank you also for the birthday surprise.

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  • 5.00
    さとなおし

    Stylish

    This is a clean, beautiful, and comfortable Room. The spacious bed is very comfortable, and on clear days you can even see Mt. Fuji. As train and car sounds can be heard nearby, guests who enjoy such ambience may appreciate it. We also thoroughly enjoyed the delicious breakfast, including handmade rice balls, a Japanese-style omelet, Eggs Benedict, Greek yogurt, and more.

  • 3.33
    K.IMAE

    The facilities and service are excellent, but it’s disappointing that operations have worsened.

    I stayed here last year as well and returned looking forward to the breakfast buffet, but this time I couldn’t help feeling that operations had changed for the worse. Hoping for future improvements, I’d like to share what I noticed. 1. Strict time limit for the breakfast buffet (no advance notice) On weekends and holidays, breakfast had been changed to a four-slot system with a 60-minute limit. This major change was not clearly stated on the official website or on IKYU Plan pages, and I only learned about it at check-in, which was very surprising. A one-hour limit at a luxury Hotel breakfast feels far too rushed and is clearly a downgrade for guests who want to relax. At minimum, this should be clearly communicated in advance so guests can understand it at the time of Reservation. 2. Lines and waiting time at check-in I checked in around 4:00 p.m., but ended up waiting in line for about 20 minutes, which was exhausting. I would appreciate more efficient operations—such as introducing smoother check-in like some Hotels do—and making verbal explanations (e.g., facility guidance) optional upon request. 3. In-room remote control issue Pressing the “Netflix” button on the Room remote did nothing. When I asked the front desk, I was told that “the button is not functional by design.” I was given an adapter/port for smartphone mirroring instead, but ultimately it didn’t work either. Having a non-functional button on the remote is confusing in itself, and I believe front-desk guidance should be standardized with clear instructions and reliable alternatives. 4. Overall The Room quality, various small services, and the staff’s demeanor all felt truly worthy of a luxury Hotel. Precisely because of that, it was very disappointing that rule changes likely driven by recent circumstances—and system operations lacking a guest-first perspective—stood out so much. This is one of my favorite Hotels, so I sincerely hope these issues will be improved.

  • 5.00
    ピアノラブさん

    As many times as you like!

    The room was very clean and comfortable. I was thrilled to be able to watch the sunrise over the sea. This is a Hotel I would like to visit again and again.

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  • 4.67
    さとなおし

    Stylish and chic

    It’s about a 10-minute walk from Minatomirai Station, but the excellent location right next to Pia Arena is especially convenient for concerts and other events. Since it was the day a typhoon hit, they kindly allowed us to check in quite early, which was a huge help. The Room was spacious and very clean, making it extremely comfortable. The breakfast—egg dishes, rice balls, curry spring rolls, butter mushroom bread, and more—was all delicious. Thank you for a wonderful stay.

  • 3.83
    一休だろう

    It was quite good.

    We stayed on a Plan with lounge access. Since we were traveling with children, we couldn’t use it after 17:00. The pool seems to allow bringing your own float rings, and even children who are not yet potty-trained were using it. There is also a jacuzzi, which was quite nice. However… it was paid. So-so—maybe it can’t be helped. The lounge was well maintained and very good. The bed was comfortable. We would like to stay again.

  • 4.50
    どんがめさん

    Bay-view Room

    It was my first time staying in a bay-view Room. Since it faced away from the Keihin-Tohoku Line and the Metropolitan Expressway, it was quiet and comfortable.

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  • 4.00
    toshiya215

    Meals are available.

    The Room was nice, but the food was disappointing. At the buffet, the only Japanese option was a seafood rice bowl, and the sashimi toppings were limited to squid, salmon, and small shrimp; otherwise there were only minced tuna (negitoro), mentaiko (spicy cod roe), and nori. If you prefer Japanese food, it’s better to eat out.

  • 4.67
    SHIN_KID

    I used the club lounge.

    [Rooms & Amenities] The Club Double (Twin) room was 42 m², spacious enough. As the club floor is on a higher level, we had a nice view and could even see the sea between buildings, which felt like a special getaway. It was disappointing that there was no view from the bathroom. The bed felt luxurious and was very comfortable. The amenities covered all the essentials. [Staff & Service] After arriving at the Hotel, there were three check-in counters, but they were divided into two lines with belt partitions. The “Elite Members” sign placement was unclear, so we didn’t know which line to join. We lined up where there were fewer people, but just before our turn the staff member stepped away to escort the previous guest to the elevator and didn’t return for quite some time. We then moved to the other line behind guests who arrived later, only to find that the staff member had returned and started assisting those later guests at our original line. In addition, it felt like all three counters were taking far too long per party; we even ended up agreeing with strangers behind us that it was simply too slow—an unfortunate first impression. Also, although the club lounge is said to be spacious, it filled up almost immediately during cocktail time. We were told to return to our room and they would call when seats became available; however, once we could use it again—well before closing time—several food items had already run out, which was very disappointing. [Onsen / Bath] It was clean and satisfying. (This is just personal preference, but I would have been even happier if there had been a large public bath.) [Facilities & Equipment] The mechanical parking system was great—a newer unit (the attendant said it’s in its 4th year?) that didn’t seem likely to scrape tires or wheels. [Dining] We wanted to try breakfast at the large restaurant on a lower floor that seemed to offer more variety, but our Plan included breakfast in the club lounge only; using the restaurant would cost extra. (When I read about this Plan at Reservation time, I didn’t realize it would be such a strict restriction. I may have assumed more flexibility based on past experiences with other Hotels’ club floors.) That said, from opening at 7:00 a.m., there were plenty of open seats for a while in the club lounge and we could relax comfortably, so we were satisfied. [Overall Satisfaction] I focused mainly on what left strong impressions individually; however, overall we were very satisfied because we stayed at an excellent value price for a luxury Hotel (plus coupons), so it felt well worth what we paid.

  • 4.83
    ドクよっちゃん

    As expected of The Westin

    The Room is fully blackout, so you can sleep soundly until morning. The bathroom is also comfortable, with a separate washing area. It would be perfect if bath salts were provided. Room service breakfast lets you choose how well-done you want your fried egg—just what you’d expect from the Westin. Ordering via QR code is a bit inconvenient and may be difficult for older guests, so ordering by phone might be better. The sleepwear was also great—a pajama set with a top and pants.

  • 4.83
    oobzz

    A Fulfilling Club Floor Stay

    We stayed in a Room with access to the club lounge. Since we stayed on a public holiday, cocktail time was limited to one hour, but we went to the lounge early and were able to fully enjoy both the food and drinks. The Room was spacious and luxurious, and since the Hotel itself is new, it was very clean. The Westin’s signature Heavenly Bed was also extremely comfortable, allowing us to rest well. If I had to mention any negatives: there was no skincare set provided in the Room, so I called to request one but had to wait over 30 minutes for it to be delivered. Also, at the lounge breakfast egg station, an older chef seemed irritated throughout. I understand it was fairly busy and that he must have been under pressure, but it wasn’t very pleasant first thing in the morning. Thank you as well for the wonderful surprise for my wife’s birthday. We would like to stay again on another special occasion.

  • 3.83
    さいたま20012

    Only the service was disappointing.

    We stayed in a Room with club lounge access. The lobby, lounge, and our Room were very clean and wonderful. However, to be honest, we felt the service had some serious issues. Below are the points we found disappointing: - When we went to the front desk at 15:00 for check-in, we were told the Room was not ready due to cleaning and that we could enter from 15:30, so we had to wait in the lobby or lounge. - For breakfast guidance, we were given a reservation sheet for the Pacific Lounge on the 3rd floor. When we tried to make a Reservation 15 minutes later, all time slots from 6:30 to 9:30 were already fully booked. - We requested a skincare set and a hair iron as amenities, but only the skincare set was delivered because they forgot the hair iron. (After we asked about it, it was brought later.) - Despite having club lounge access, scanning our card in the elevator did not allow us to stop on the club lounge floor. Each issue on its own is minor, but several things happened that would be uncommon at other top-tier hotels. We had been looking forward to our stay, so it was disappointing. Also regarding check-in around 15:00, there was a very long line; I hope this can be improved as well. The facilities are excellent overall, so I hope the service will improve going forward.

  • 1.50
    桜餅1985

    I understand how the family who complained right in front of me felt.

    I don’t usually leave a Review, but this was so bad that I’m sharing it for reference and in hopes of improvement. <Points of concern / discomfort> 1. Even though club lounge access was included, they forgot to inform me about the club lounge (I had to point it out to get guidance). 2. Even though club lounge access was included, I was given a key card that did not allow elevator access to the club lounge floor (I had to go back to the front desk to have it set). 3. The club lounge was extremely crowded—more like an airport lounge (no sense of exclusivity). 4. For check-in, I had to wait in line standing for over 40 minutes. 5. When I went to Sugar Merchant after opening time, the display case was empty and I was told cakes would arrive 40 minutes later. 6. Although I arrived at my Room around 4:00 PM, the hallway and nearby Rooms were full of staff cleaning. 7. After checkout in an open area, I witnessed another family’s complaint right in front of me. → Unpleasant until the very end. If you’re okay with this level of experience and still choose to stay here, then fine—but I would like an explanation as to why this happened.

  • 5.00
    53117

    This was my first stay at the Accommodation.

    We visited for an early family birthday celebration, and we were delighted to find an adorable welcome bear, sweets, and thoughtful hospitality in our Room. Dinner at Iron Bay was excellent—every dish was delicious, and the welcome drink presentation was especially memorable. We made another Reservation as soon as we got home. Thank you for a comfortable stay.

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  • 2.17
    あいましゃ

    The quality is gradually declining.

    When I checked in and went to my Room, I was shocked to find two staff members inside—this was my first time experiencing something like this, and it’s unacceptable. The amenity bag was crumpled, the shower water pressure was weak, and the lounge buffet not only lacked variety but had also declined in both quantity and quality. On top of that, checkout could no longer be done at the CLUB lounge, and I was sent to the main front desk instead.

  • 5.00
    みなとみらいを愛する男

    Celebrating My Wife’s Birthday

    We stayed here to celebrate my wife’s birthday. The calm lighting throughout the Hotel, the comfort of the Heavenly Bed, and the excellent room service were all wonderful. Having a relaxed 12:00 checkout and being able to settle the bill in advance for a smooth checkout were also big pluses. I won’t name names, but I’ve stayed at Hotels where both check-in and checkout involved an extremely long wait, so this made an even stronger impression. We had dinner at Iron Bay, and not only was everything delicious, but it was also fun that many dishes were finished tableside. All Reservations—such as for breakfast—were made by phone, and that didn’t always go smoothly, but I’d say it’s within expectations for an international Hotel. This has become another favorite Hotel for us.

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  • 4.50
    Sakurasaku

    A Wonderful Staycation

    I chose this place for a hotel staycation and the sauna, but unfortunately the sauna was out of order. It was very disappointing, but the pool, jacuzzi, and meals were all great. I had a comfortable, stress-free stay and was very satisfied. Even on weekdays, check-in gets congested, so if that could be improved—and if the windows in Rooms facing the railway could be better soundproofed—it would be perfect!

  • 5.00
    mel_suzu

    This is a Hotel I definitely want to visit again!

    We stayed here to celebrate his birthday. It was the first birthday we’ve celebrated since getting married, and we were able to truly relax—it became an unforgettable memory. When we entered the Room, we were delighted to find a celebratory message and chocolates prepared for us, and it also made us happy to see a towel bear placed on the bed! In the evening, we had requested a birthday plate at Code Bar, and it was served smoothly; they even took photos for us. We were also shown to the counter seats we had hoped for, and once again I was impressed by the excellent communication among the Hotel staff and their hospitality. We were able to unwind in the club lounge as well, and both the Room and everything else were very clean—we relaxed so much that we lost track of time. He was absolutely thrilled too, and this is definitely a Hotel we want to visit again! Thank you very much for everything!

  • 3.50
    あいましゃ

    The special offer is no longer available...

    Although I used to receive cookies as a Diamond benefit every time, they have been discontinued starting this stay, which was very disappointing because I had been looking forward to them. If they were going to be removed, I would have preferred they had not been offered in the first place. Perhaps due to rising costs, both the quality and quantity of the food in the club lounge have declined. At breakfast, omelets are prepared live, but one staff member’s attitude was unpleasant. They were friendly and kind to foreign guests and male guests, yet spoke to me in a harsh tone, saying, “We make them in order.” Since the omelet for the guest ahead of me was almost finished, I politely asked, “Could you please make mine as well?”—but I felt the appropriate response should have been “Certainly.” Even though I waited my turn and spoke at an appropriate moment, it came across as cold. Still, when my omelet was handed to me and I said “Thank you,” there was no response at all—not even a simple “Here you go” or “Sorry for the wait.” I was shocked and still feel unsettled even after returning home. I also ordered a smoothie via in-room dining; despite being 100 yen more expensive than before, it came in a smaller cup, which was disappointing. The Room itself was perfect with a shower area included—and being able to see Mt. Fuji was wonderful.

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  • 5.00
    夏旅2016

    The Westin!!

    This was my first time staying at The Westin Yokohama. As it was an anniversary stay, we splurged and chose the club floor. It was a shame we couldn’t see Mt. Fuji because of the clouds, but the Room was spacious, well furnished, and very comfortable. At first, I didn’t understand why there were two elevators at the Hotel’s first-floor entrance, and I wished someone at reception had explained it. On the club floor, the young part-time staff were very focused on clearing items away. They were working hard, but I felt it would have been nicer with a bit more smiling or a brief friendly comment. What I especially want to mention is one international intern. The drink I ordered wasn’t prepared in the proper way, so when I pointed it out, they apologized sincerely and seemed genuinely happy to learn. They also greeted me politely as I left the lounge. What really stayed with me was their smile as they said, “I want to do my best so I can still be working at this Hotel a year from now—please come back!” Despite the language barrier, their humility, positivity, and respectful attitude toward guests were wonderful. I truly feel I was able to share my feedback with someone who would take it to heart—and it made me smile too.

  • 5.00
    一休こづれ

    A Relaxing Hotel Stay

    It seemed that many guests were staying on the day I visited, but the Hotel was well staffed, and I was able to enjoy a safe and comfortable stay. I stayed for my birthday, and in addition to a handwritten note from the staff, there was also a letter in my Room with a message from the General Manager. Even without expecting such hospitality, I was impressed by how far they went. I would like to stay again.

  • 4.67
    新名

    Only the check-in was disappointing.

    I reserved a Club Floor stay to celebrate my husband. Just before 3:00 p.m., I went to the front desk floor and gave my name. After checking the list, I was told, “Please line up here,” and was directed to a queue. The check-in counters were extremely crowded. Although four staff members were working, for some reason only one person was handling our line. The other line had three staff members, so it kept moving… In the end, we waited over 30 minutes before finally receiving our key cards. According to Reviews here and the Hotel’s Instagram, Club Floor guests can check in at the lounge—so I’m not sure why we had to wait in that long line. I felt exhausted at the start and almost wanted to go home, but the Room and lounge were excellent. On the first day it was cloudy so we couldn’t tell, but when I woke up on day two, I was moved to see Mt. Fuji through the window. Having a Nespresso machine in the Room was also great. There were no basic skincare amenities for women, so when I asked, they brought them to my Room (for some reason they spoke to me in English…). The staff quickly noticed if you seemed unsure and responded with a friendly smile. The lounge was busy and lively at night, but at other times it was calm and quiet. If only check-in were smoother, I would like to stay again.

  • 3.83
    おんぷく

    Cancellation of a regional trip due to heavy snowfall

    Due to heavy snowfall, our other trip was canceled, so we made a last-minute Reservation nearby and stayed at the Westin Hotel. The Westin Hotel gave me the impression of a modern and grand building, and the guest Room was also clean and lovely. All of the staff were pleasant, which left a great impression. In Reviews, I had seen comments about congestion at check-in and in the club lounge (especially during evening light snacks), and that was indeed the case. Light snacks were listed as starting at 5:30 PM, but when we went at that time it was already full. We were asked if sharing a table would be okay—many guests seemed to have been seated since snack time started.... Afterward, we enjoyed coffee in the quiet lobby lounge. The Facility is wonderful overall, so I would like to stay again next time; however, I would choose a dinner Plan with a restaurant rather than dining in the lounge. I hope the club lounge will be improved going forward.

  • 2.50
    えけい

    The check-in wait was terrible.

    Waiting an hour to check in was, personally, the longest I’ve ever experienced. Also, the line was split between Bonvoy members and non-members, but there was no guidance, so I wasted about 10 minutes in the wrong line. (The members’ line seemed even longer with a longer wait—was that really acceptable?) The check-in experience was so terrible that, honestly, the rest isn’t worth evaluating. At this service level, a fair price would be less than one-tenth of what was charged.

  • 3.83
    ts7101lord

    Impressions of The Westin Hotel Yokohama

    I was confused because I couldn’t tell how much of the free space on the 23rd-floor lobby level was available for use. If the ice cream service is limited to one per Room, we don’t need it since there are two of us. The elevator stop-floor display is hard to understand. The lettering on the various switches in the Room is too small to read, and it was inconvenient that there was only one box of tissues. The toilet in our Room was extremely narrow, and my right shoulder kept hitting the toilet paper roll while using it, which was unpleasant. The shower water pressure is far too low. There was only one razor among the in-Room amenities for two people. It would be helpful if the pool changing room had at least plastic bags and razors available. The club room was full and we were told we would have to wait an hour unless we shared a table, so we agreed; however, after about 30 minutes it seemed others were able to sit in separate booths, so the guidance we received was disappointing. This was my first stay at this Accommodation, but various things bothered me and it ended up being a bit disappointing overall. If this feedback can be helpful for your reference, please feel free not to publish it.

  • 3.00
    ichibou

    The pajamas were very comfortable.

    The afternoon tea service in the club lounge felt a bit disappointing, as there were only a small selection of sweets and fruit. The evening lounge food was delicious, but it was also unfortunate that breakfast could not be taken in the lounge. It would be appreciated if guests could choose between the main restaurant and the lounge.

  • 5.00
    @しろくあ

    First Time at The Westin

    The room and bathroom were spacious, providing a comfortable stay. The view of the sunset over Mt. Fuji transitioning into sunrise was breathtaking and truly memorable. At the club floor, it felt more like a consumption space than a place to savor drinks, which brought me back to reality from the extraordinary experience... Next time, I’d love to visit the bar instead. Being able to use the lounge at this price is truly delightful. For a winter getaway, The Westin is my top choice. Thank you!

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  • 3.00
    旅好きホテル好き77

    Service and Amenities

    The service felt impersonal and business-like. The food in the club lounge was delicious, but the sparkling wine was not chilled enough. While I appreciate the eco-friendly approach to in-room amenities, it would have been nice to have basic women's cosmetics available. I stayed on the club floor to experience something extraordinary, but honestly, apart from lounge access (meals), it fell a bit short of expectations.

  • 3.80
    どれまま

    Needs improvement

    It was our first stay at The Westin, booking two Club Rooms for a special occasion. Although the reviews were initially low after its opening, recent high ratings raised our expectations. However, even Club Room guests had to check in at the regular front desk. After waiting in a long line, we were redirected midway with instructions for non-members to proceed elsewhere. Finally entering the Club Lounge, it was as crowded as a family restaurant since it seemed accessible to non-Club Room guests as well. During cocktail hour, the lines remained long, and there was no sense of exclusivity for staying in a Club Room. Based on this stay, we hope for improvements in the following areas: 1) Ensuring thorough guidance by staff during check-in 2) Restricting lounge access exclusively to Club Room guests 3) Considering separate seating arrangements for families with young children and adults-only groups

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