The Ritz-Carlton, Tokyo

It is an outstanding hotel in a fabulous location but it is service that make it an unbelievable hotel. I purchased access to their incredible club lounge (and it was worth every penny). They anticipate your needs and respond beautifully to any requests. They make me feel welcomed and appreciated and that it is most about at this level of hotel. But the hotel itself is exquisite and in a fab location. I spend over 100 nights a year at marriott Bonvoy hotels. And this Ritz is near the very top of any place that I have stayed anywhere in the world. I very much look forward to coming back.

Positive: the rooms were clean and spacious, and the bed was very comfortable. Bell service was great and their pool and spa circuit was really nice and relaxing. Hotel decor is dated. I emailed “guest relations” before we arrived and never received a response. Service we encountered was cold and stiff. Nothing really stood out and at this price point something should.

Rooms are pretty good. Very clean and nice views but starting to show age. Location is OK. Roppongi is not the liveliest area. The problem with this hotel is the service. Upon check in, they offered breakfast as a Bonvoy perk. I asked if they had Japanese breakfast options and the lady at the front said "no, only Western". I found this odd and subsequently declined the breakfast. I later found out they did have a Japanese breakfast. Sign of poor training or just no care. Concierge is a complete disaster. I specifically asked for non tourist food recommendations. One of the places they ended up booking for us was all tourists. On top of that, this place openly discriminates on diners. Some are treated and offered different experiences than others, even though everyone is paying the same prices close to $1,000 per person! When I told the hotel, they said the place would give refund of the food portion of the bill. However, this is not the point. Being discriminated is extremely demeaning and hotel should figure out why people paying the same price get different levels of experiences. Concierge played games for a month and claimed they didnt recieve emails, people were away, and/or just never responded. Horrible service. Would never stay again. We have ambassador status at this hotel and they don't value loyalty.

My Family and Me were there for the last three days, the staff was great and the rooms were cool too. They should renovate the floors , but they’re fine. The breakfast buffet isn’t that big but most of the time everything is there. We are very grateful for this experience

Everything about the experience my son and I had here was excellent. I had a couple of minor requests and they were able to accommodate me without hesitation. We stayed on the 51st floor and had a Skytree view. It was a breathtaking view. I used my Amex Platinum Fine Hotels and Resorts to book and it included breakfast for 2 and also a $350 Property Credit. We enjoyed The Strawberry Afternoon Tea and I must admit the Wagyu burger served in the restaurant was delicious. The selections at breakfast were also amazing. We also took advantage of the gym, and pool area. The location was perfect as it is connected to Midtown and The Roppongi Station train stop is under Midtown. Our room was kept absolutely spotless. I do not have any complaints and would definitely stay here again. Kudos to Joel (waiter), Kita (front desk) and Sana (concierge) went above and beyond when I requested assistance.