Hotel Edition di Tokyo

The hotel is centrally located and I think that’s basically the sole reason I may consider staying at it again. Checking in was smooth (thanks to the HK colleague seconded from Ritz Carlton HK), and other than that, I think your hotel staff needs re-training, especially the concierge team! Terrible service and clueless! My friends who were also traveling were not as lucky at check-in. One wasn’t able to get his room at 6pm and was asked to wait (20 mins), and when he finally got his key, he went into the room where someone was already in it. Who could expect this kind of mistake happened in a “modern luxury hotel”? My other friend nearly traumatized trying to check-in with a staff who can’t really speak English and don’t understand what “confirmation number” means. To me, the only disappointment was no upgrade at all even I was a Titanium member then. But well, I of course understand it is “subject to availability”. Hotel itself and its location is superb and definitely create a modern luxury feeling. But I’m staying in a HOTEL and HOSPITALITY and SERVICE should be the most important. And Edition Tokyo fails in all aspect, and maybe this is how you want to create a “lasting memory”? The short lady at the concierge was rude and impolite. When I was trying to ask about the timetable of the airport bus and where the stop is, she simply said why don’t you check it online cos you need to use your credit card and book anyway! I cannot believe this kind of service in Japan, let alone at a 5-star Marriot managed hotel. In the end I let my friend to handle it and she told me she talked to 3 different concierge colleagues and each gave a different answer, in the end it had to escalate up to the duty manager to get a concrete response on how to take the airport bus to Narita. Crazy! Then on separate occasions we went to the lobby bar. We requested to sit by the window and the waiter there said “it is reserved” on every occasion. In the end of course the sofa by the window was empty (and on one occasion it was empty till the bar was closed). I got annoyed and asked for the restaurant manager and I said “if you need a minimum spending just say so, why you have to put us at the bar table?” She said she would look into it and of course no one has yet to give us a good reason why is it the case. And service at the bar was appalling and to a certain extent I would even use “racist” to put it. As a Titanium with Marriot Bonvoy and a Globalist with World of Hyatt, I must say I made a terrible mistake staying at Tokyo Edition. I am sure I would receive better treatment and a better holiday experience if I stay at Andaz Tokyo which is across the street!

You know you’ve arrived when you get a whiff of a Le Labo scent! We stayed for 2 nights in a Superior room and then returned for 3 more nights in a Studio room. Hotel staff happily checked some luggage for us since we were returning. The superior room was large and very well laid out. The Studio room was almost double the size and was a corner room with 2 walls of windows. I would describe the decor as understated luxury. Rooms were immaculate. The hotel is in a prime location set back from the main shopping street with views from my room to LV and Cartier. A minute from the stores but a world away in terms of tranquility. The entire staff is amazing. They couldn’t do enough as they grabbed our packages walking in the hotel, offered water to us walking in or out, got the elevator for us and made our dinner reservations prior to arriving. Email responses to our questions prior to arriving was immediate. Amazing that we were greeted by name each day! If you are looking for a boutique hotel in Ginza make reservations before they are all booked. Handy hint- Before you arrive email to get the address of the hotel in Japanese prior to arriving. Save it in your contacts to show to cab drivers!