Shangri-La Tokyo

We’d booked the Shangri-La Tokyo in advance ( 3 Imperial Garden View Deluxe ) and all was going well . I and my partner arrived on 28 Dec and we stayed until the morning of 1st Jan 2025 as we had to catch an early flight . All the staffs at breakfast were amazing this time and they’ve the breakfast room to the Italian restaurant which was a wise move as they are seats instead of sofas . Staffs at the Japanese restaurant we had NY’s eve dinner at were also amazing . Upon checking in I gave ¥80,000 in cash as incidental charges and my sister had put her credit card on the system to cover ALL our expenses for ALL 3 rooms because it was her NY treats to all the family . On 1st Jan I’d ordered breakfast for in room dining at 6.30 and the woman who delivered it told me she remembers me as I had stayed at Shangri- La Tokyo many times prior and sometimes in the Horizon Club and my sister is their Jade member . 30 mins pass and I heard someone was knocking on my door so I opened the door and found a man in front of it . I have no idea who he is but he was demanding my credit card saying the ¥80,000 deposit in cash I had put down was sufficient enough to cover the breakfast this morning . I told him I would settle everything at check out but he insisted I gave him my credit card RIGHT NOW . So this happened at around 7.20 , car was coming to pick me up for airport at 7.40 . Stupidly I gave him my credit card and ¥ 80,000 yen was swiftly taken out of it . I did not get ANY phone call from front desk or anyone to inform me that this man was coming to take my credit card so I called the front desk ( Sheila - who I might add should not be in the servicing industry ) told me I had gone over budget and needed the payment NOW so I said why didn’t you just call me and ask me NICELY instead of sending a complete stranger to my bedroom and demanded my credit card . She said my sister had said she would only pay for 2 rooms which I told her was a LIE . The lying I did not mind but to send someone to a guest room to take their credit card WITHOUT informing them is just so dangerous and rude . I told her what do you think I would do ? Jump off a 33rd floor window to escape a ¥20,000 + payment ? Also I tipped all the staffs from the concierge to the restaurant staffs every single day . I know it’s not customary in Japan but it’s NY and little gifts I think are appreciated. So I demanded the return of my credit card immediately because it’s strange practice to not wait for the guest to check out / show them the bills etc Pook checking out and hey we were checking out at 7.40 AM . You can sell our room and we had paid for the night of 27tg Dec so we could go straight to our room on the morning of 28th Dec as our flight arrived at 6.55 AM . I would advice front desk staffs esp Sheila to KNOW THE VALUE of your RETURNING GUESTS and don’t treat them like they are criminals . Why didn’t she just simply call me ? She ruined the New Year Day’s sunrise for us . No communication skill whatsoever. Also the window seals of the room were leaking from Condensation very badly so Shangri-La - why don’t you fix that first before assuming that we would run off without paying for that ¥20,000 + breakfast . 5 stars for the stay . 0 star for Sheila at front desk . ( I don’t blame the man who came to take credit card from my room because he was under HER ORDER .)

We stayed 4 nights at Shangri-La Tokyo and were impressed by the outstanding service, especially from the concierge team (Mr. Saito, Riko, Saaya, Ogata) and their responsive WhatsApp communication. The room was clean and classy, with comfortable bedding, though slightly dated. The sustainable switch from plastic water bottles to reusable cans was a great touch. Check-in was pleasant, but check-out was warmer, thanks to Mr. Barney from FRD. While navigating Tokyo Station was challenging without concierge pick-up, pre-arrival communication with Claudio Ho was helpful. A welcome snack and modern room updates would enhance the experience further. Overall, a delightful stay!

Pending reviewReviewed via mobile We had an amazing stay! We visited Japan in December 2024. We received impeccable customer service and the staff were particularly notable. Elena Markovitch, the manager, was incredibly friendly and greeted us every day. Lionel and Thu Thu, two waiters who served us at breakfast, were very attentive. Elena, Lionel, and Thu Thu helped contribute to the best customer experience we’ve had in Asia. We also had a great check-in and check-out experience with Barney and Uttam at the front desk. The people who worked at the fitness center were very helpful and nice. The daily breakfast was very scrumptious.

I was amazed with Horizon Club Staff are mostly international and multi-language speaker. This is Amazing and fascinating for a country like Japan, where some of the hotel are cold and barely understand english. Here Suyeon as the manager leading is already a highlight! Aisha, Stephanie, Alireza, Jomarie, Carrie, Takeshi and all other staff in Horizon Club. Everything seems to balance except i see them every single day for long hours. I extremely hope they are getting enough time to rest and go back home to their families. They all helped me and my family with restaurant reservation and so on.

We’ve just had a 4 night followed by a 2 night stay at the Shangri La and cannot praise it highly enough. We had Horizon Club rooms and every wish was catered for. The staff were exceptional, going out of their way to make us welcome and helping us source hard-to-get items, for which we are truly grateful. The food provided in the Horizon Club was outstanding and a treat to anticipate every day. We would not dream of staying in any other Tokyo hotel after experiencing the hospitality offered by the Shangri La.