Shangri-La Tokyo

It was our first time in Tokyo for a while. We find staying near Tokyo Station is helpful and this time went to the Shangri La for the first time. It was excellent in all respects. Check in and check out were smooth and we were given both an early check in around noon and a late check out (around 4) to help us with the Qantas times to and from Haneda. We highly appreciated that. We had a deluxe king room overlooking the station -- it was very comfortable and large in comparison with other options in the area. We enjoyed seeing both a view (and the trains arriving and departing). Everyone we dealt with (whether attendants at breakfast, concierge for restaurant bookings and otherwise) were friendly and went out of their way to assist and connect. It was not cheap (even with a stay four pay for three nights deal) but if your budget stretches to it we thought it was worth it. There is construction going on on one side of the hotel -- we have seen that other reviewers had issues when overlooking that, but as our room did not, we can only say that it did not affect our stay. Similarly we thought that breakfast was good and comfortable --- all days but one a tour group staying in the hotel had breakfast in a separate dining room and both were not crowded. The remaining day was tighter but space was ok (just) --- based on other reviews, it may be that the hotel has taken steps to alleviate some crowding? Anyway we wanted to give a longer review than we usually give as we wanted to highlight the excellent service we received from everyone.

My wife and I have just enjoyed a most wonderful five day stay at the Shangri La. The first of many highlights is that two staff members met us as we stepped off our carriage from the Narita Express train from the airport, and escorted us through the labyrinth of Tokyo station and to the hotel front desk. One of course has to liaise in advance with the hotel to effect this , but it is a wonderful service. Likewise the staff escorted us to our bullet train to Kyoto today , and even helped store our luggage in our carriage The fact of the hotel being right next door to the central Tokyo station meant it was so convenient for us to travel around Tokyo . Service at the hotel was first class in every respect . There was always someone ( or more than one person) to attend to our requests. When staying at Shangri La properties, we always secure a Horizon Club room , giving us access to the Horizon Club lounge. The food and service at the Lounge in Tokyo were superb. Special thanks to Ms Sonoka Suzuki who handled all our various requests with accuracy, speed and care. There were many other staff members who also assisted us greatly. General Manager Matthias Sutter can justly feel very proud of his first-class staff. To him and them we say arigato gozaimasu.

Our October stay at the Shangri-La Tokyo revealed significant shortcomings that are unacceptable for a purported 5-star luxury hotel. The main entrance was frequently unstaffed, leaving guests to fend for themselves upon arrival. We struggled to locate the 28th-floor check-in area without assistance. Curiously, we noticed more staff in the basement where taxis arrive, suggesting a preference for guests arriving by car rather than those using public transportation. Throughout our stay, we passed through the lobby without any acknowledgment from staff - a stark contrast to the personalized service expected in luxury accommodations. The breakfast, priced at 15,686 yen for two, was disappointingly mediocre. The limited buffet selection lacked Japanese options, which is baffling for a Tokyo hotel. We were also taken aback when asked to sign the bill before finishing our meal, an unusual practice that felt rushed and unwelcoming. Most alarming was the discovery of a DAILY 12,750 yen service charge upon checkout, separate from taxes. This exorbitant fee, not clearly disclosed beforehand, felt like an unwarranted surcharge. The hotel provided no clear explanation of what this substantial daily "service charge" actually covered. Given these experiences, it's difficult to recommend the Shangri-La Tokyo. The hotel falls far short of the standards expected from a luxury establishment, with questionable value for money and a concerning lack of transparency regarding fees.

Spent a delightful four nights at the Shangri-La Tokyo and would definitely recommend a return visit. Rooms are spacious and well appointed but what is most noticeable is the helpfulness and attentiveness of the delightful staff working at the hotel. One small downside is that currently, the hotel bar is only open until 10 pm, but otherwise, a perfect stay.

Last year I wrote that I hope to return. So we came back. My sister and I stated at the Shangri-La Tokyo over four days last August. The hotel is located near the main Tokyo train station, where we arrived on the high-speed Shinkansen from Kanazawa, so a short walk inside the station quickly brought us to the hotel. From the moment we entered we felt at home again. Up to the lobby floor on the 28th floor and quick and smooth Check-in by the hotel staff, where we got a room on the 33rd floor, so we could immediately go out and take advantage of the afternoon for a trip to the lovely city of Tokyo. The Hotel location is in the heart of Tokyo, and one of the best and close to the TOKYO station as I mentioned before and very close to Ginza. The room is wide with a great view as you can see in the photo I posted towards the Imperial Palace area, and with a great and spacious bathroom. The toilets are of course equipped with the latest TOTO toilet. The television is a Smart TV with a simple interface that allows streaming photos and movies from the mobile device - iPhone - to the large TV screen, and viewing the photos and movies on the device, and especially a review of the photos you took on this trip. The bathroom is huge with a long bench in the shower area, where the hotel staff takes care of a regular supply of soaps, shampoo and any other accessory you may need. The great maid team makes sure to ask and fill in the gaps several times a day, in addition to their amazing habit of tidying up the room during the afternoon, again. The pajamas available as part of the equipment of the room are a great addition to rest in the hotel in particular and to the trip in general. The breakfast is great, with help from the hotel staff who are willing to help and fulfill any request for food that will be cooked or made by the hotel's cook. The feeling that accompanies you when you enter the hotel, is a feeling of disconnecting from the difficulties of the day and disconnecting into a protected and wonderful territory. I really hope you will come again soon.