The hotel is massive but of very high standard. We currently have a major payments issue with the hotel . on your arrival we were required to make an authority payment of 600,000 yen which was to cover the cost of the room and any incidentals that you may spend during your stay. on checking out our bill was 450,000 yen and we were told the 600,000 yen would be reversed. Six days later not only is the 600,000 yen on my credit card but also the 450,000 yen. Of course it is very difficult to contact anyone to get the problem resolved. Totally unacceptable and i am sure it will take many more days to sort out. It is disappointing as the reservation staff on our departure had no idea on to reverse the 600,000 yen but said they would fix it.

It’s a great experience overall. The service, the staff and hotel are amazing. We got a room with a 3rd bed since we have 2 children, but the 3rd bed took a lot of space. The pillows could be a bit more fluffy. The room service is excellent. They always made up our room. It always felt nice to rest after walking 10K steps a day.

It’s a great experience overall. The service, the staff and hotel are amazing. We got a room with a 3rd bed since we have 2 children, but the 3rd bed took a lot of space. The pillows could be a bit more fluffy. The room service is excellent. They always made up our room. It always felt nice to rest after walking 10K steps a day.

The staff was amazing. Hotel service was definitely high end. There are 31 different restaurants in the hotel properties and a lot of clothing and jewelry stores in the lower levels - a veritable city beneath the city. We booked the rates with breakfast which was well worth it. All the restaurants had something a little different. Try the garden restaurant first… you will get to see the beautiful garden on site. Location is great close walk to the subway and a lot of eating and drinking areas close by - also a whisky and watch store (Shellman) for the enthusiasts - but there are cabs in front of hotel at all times of the day and night. I can’t say enough about the staff… everyone’s job seemed to be about making our stay perfect - which it was. I highly recommend the Hotel New Otani! We will be back!

The staff was amazing. Hotel service was definitely high end. There are 31 different restaurants in the hotel properties and a lot of clothing and jewelry stores in the lower levels - a veritable city beneath the city. We booked the rates with breakfast which was well worth it. All the restaurants had something a little different. Try the garden restaurant first… you will get to see the beautiful garden on site. Location is great close walk to the subway and a lot of eating and drinking areas close by - also a whisky and watch store (Shellman) for the enthusiasts - but there are cabs in front of hotel at all times of the day and night. I can’t say enough about the staff… everyone’s job seemed to be about making our stay perfect - which it was. I highly recommend the Hotel New Otani! We will be back!

Great hotel for the city explorer that wants to see more than only the shops in Ginza. Excellent water pressure in the shower. I would choose this hotel again just for that reason.

Great hotel for the city explorer that wants to see more than only the shops in Ginza. Excellent water pressure in the shower. I would choose this hotel again just for that reason.

Check in 3pm not very flexible for request early check in asked about the pool to use not included. We asked to cancel 2 nights out of four only with $300 penality

Check in 3pm not very flexible for request early check in asked about the pool to use not included. We asked to cancel 2 nights out of four only with $300 penality

We stayed in the room with traditional Japanese wooden bath tub. It was the best choice we made. After lots of walk around hot and humid Tokyo, bath in the wooden tub was the best activity… View of garden from buffet restaurant was also incredible. Only wish I had was food selection. It was O.K. but I wish it was as good as the view.

Excellent accommodations and staff, which was extremely attentive. Our only "complaint" is that the (Garden) Pool is not convenient to get to (you must walk outside and down the driveway). It dissuades you from using it.

Excellent accommodations and staff, which was extremely attentive. Our only "complaint" is that the (Garden) Pool is not convenient to get to (you must walk outside and down the driveway). It dissuades you from using it.

Huge and comfortable property. Has the feeling of a large resort. A bit old school in places, but it was really lovely. The staff are great and the service is wonderful. Rooms are big and clean. It’s a great choice for people traveling with kids.

Hotel was very nice, but feels like it is targeted to either business travellers or older travellers, and not suited as well for families with teenagers. Rooms were clean, but cramped for everyone. Bathroom was almost as large as the main room, for example. Few plugs for charging phones. Many restaurants but all are for pricier and for longer meals. Would prefer a smaller, quicker option for breakfast instead of the pricey luxury buffet. Staff were very friendly and helpful, and it was clean. But it felt more designed for my parents/ grandparents than for my family.

Excellent stay

Excellent stay

Prompt, Efficient and responsive staff. They went out of their way to help especially the concierge staff 👏👏👏to the ladies manning the coincerage desk on 29th and 30th of August . A special thanks to them for their help . Rooms were as good as new every day. The service desk folks were extraordinarily prompt in fulfilling any requests. 5 Stars

Prompt, Efficient and responsive staff. They went out of their way to help especially the concierge staff 👏👏👏to the ladies manning the coincerage desk on 29th and 30th of August . A special thanks to them for their help . Rooms were as good as new every day. The service desk folks were extraordinarily prompt in fulfilling any requests. 5 Stars

Very nice hotel with excellent service and very close to public transport

Very nice hotel with excellent service and very close to public transport

Amazing grounds, wonderful service, we really enjoyed our stay.

The hotel is clean but quite dated in its appearance. I imagine it was very grand in its heyday. It is absolutely huge and a bit of a maze trying to get around. Restaurants onsite are ok but mostly expensive. There’s not that much to walk to tourist wise, you pretty much need to get a train to any of the key sights. The area around is quite businessy. The hotel is fine but probably more suited to business travelers rather than tourists. Also the pool is an additional cost unless you join the new Otani club.

The hotel is clean but quite dated in its appearance. I imagine it was very grand in its heyday. It is absolutely huge and a bit of a maze trying to get around. Restaurants onsite are ok but mostly expensive. There’s not that much to walk to tourist wise, you pretty much need to get a train to any of the key sights. The area around is quite businessy. The hotel is fine but probably more suited to business travelers rather than tourists. Also the pool is an additional cost unless you join the new Otani club.

I’ve stayed at this hotel before. They never disappoint. Excellent service. The staff are always very friendly and accommodating.

I’ve stayed at this hotel before. They never disappoint. Excellent service. The staff are always very friendly and accommodating.

Very convenient location. A lot of dining options in Akasaka and short walk to Akasaka-Mitsuke train station.

Very convenient location. A lot of dining options in Akasaka and short walk to Akasaka-Mitsuke train station.

Best hotel in Japan!

Best hotel in Japan!

We had a wonderful stay. I would like to thank concierge staff member Marina for making our stay special and memorable. Marina went above and beyond for my family. Thank you, Marina! - The Eaton Family

We had a wonderful stay. I would like to thank concierge staff member Marina for making our stay special and memorable. Marina went above and beyond for my family. Thank you, Marina! - The Eaton Family

The level of service here is very high.