Hilton Osaka — Hotel in Osaka

My wife and I have stayed at this hotel before and we had a great stay due to (a) the superb location in Umeda, within 5 to 10 minutes of JR Osaka and various subway lines, and (b) being upgraded to an executive club room, due to my Hilton HHonors status, which gave us access to the club lounge. We stayed during Chinese New Year so I assumed the hotel was capable of coping with a higher than normal volume of guests.||This time we stayed together with a family member during Japanese golden week, coincidentally also golden week in China, and the service we received was unsatisfactory, just felt like the hotel was overwhelmed by the combined volume of domestic Japanese tourists and tourists from greater China, on top of the regular flow of tourists from other countries. We were very unhappy and it's highly unlikely that we will stay here again.||To briefly summarise the problems we had:||1. We checked in early and were told the room was not ready, fair enough as we were there before the check-in time of 3pm. Also no upgrade, but again fair enough, upgrades are a privilege but not a right. We left our bags and went out. When we returned that evening, the front counter staff were uncertain if we'd checked in or not and asked to see our passports and my credit card again. This was despite the fact that we had the luggage pick-up card that we'd been given when we checked in earlier.||2. One of my family members had ordered items from Amazon Japan and had them delivered to the hotel before our arrival. When we returned in the evening, we were told that the packages had been delivered to our room already - which by the way did mean that we'd been checked in earlier given that they'd assigned us a room and delivered our packages to the room! Anyway, when we got to the room, we found that only 2 out of 3 packages had been delivered to the room. We called the front desk to ask about the missing 3rd package, and we were told that we'd need to go back to the front desk with our passports before they would even look for the package. We managed to convince them that this step was unnecessary, and the front desk staff agreed to search for the package and either bring it to our room or call us if they couldn't find it. Nearly 90 minutes later, no call and no package. My family member went downstairs and straight away saw the package and took a photo. The staff then told her they couldn't find the package, so she showed them the photo and they gave her the package - but only after she proved to them it was there.||3. We had booked a room for 3 pax, and it was set up with 3 single beds. However, the bathroom only had 2 cups in it. We called guest services and asked for an extra cup to be delivered to our room plus some firmer pillows and extra bottles of water. One hour later, nothing, so we called the front desk and were told that housekeeping were running around dealing with guest request so we needed to be patient. Another hour after that, a staff member arrived with the pillows and water but said that they had run out of bathroom cups. Yes, this massive hotel property didn't have a single extra cup.||The hotel was charging premium rates due to the Japanese golden week, so I paid significantly more this year for a smaller and less comfortable room compared to CNY last year, and had a worse experience. ||The breakfast restaurant was also overwhelmed with long queues from 8am through about 9.30am. ||We stayed at the much newer Hilton Kyoto about 4 months earlier and had a really great experience, the staff were universally friendly and attentive and we encountered no problems at all which was impressive to me given that the property had only launched about 6 or so months before our stay so you'd expect some teething problems but in fact there were none. ||Meanwhile the staff at the Hilton Osaka just seemed to be going through the motions to get through the Japanese golden week, which they routinely mentioned any time I expressed some frustration with our various issues. I did not feel valued as a Hilton HHonors gold member, more like "join the queue, buddy". It did make me question whether I would bother going out of my way to stay at any Hilton property in future purely out of loyalty to the brand.||If you really have to stay here, which is understandable given the fantastic location, I strongly recommend that you try to avoid peak periods like golden week, Christmas...

Our family have stayed in this hotel for a few times during our visit to Osaka. This hotel really makes our trip comfortable and memorable before and after the pandemic. There are many reasons why I rate this hotel 5 star, which includes these reasons but are not limited to:

Porters are always ready at the entrance of the hotel, greeting us hotel guests as we entered the hotel lobby

The porters are always ready in assisting us with the luggage from the moment we reach the hotel entrance to the moment we check in our room

Hotel staff who are friendly and hospitable, greeting us with a bow and replying back with hospitality when we greet them "Ohayo", "Konnichiwa" (good morning and hello in Japanese).

Hotel staff are always ready to assist hotel guest, in terms of check in queries, information access, buffet breakfast, room service etc

When I was unsure of where to find the dish, I will ask the hotel staff and they will guide me to the dishes corner. I remembered on one occasion when there wasnt any sausages and pizzas left at the buffet spread, I informed the chef and staff and they promptly brought out the freshly cooked sausages and pizzas. Their timely response to the situation gives us added experience when having breakfast at Hilton Osaka.

The room service response is also very fast, as the hotel management received my request for room service and send cleaners to make up my room without much delays.

Spacious rooms offering scenic views

The rooms in Hilton Osaka offer a paronamic view of the Osaka Main Station, the nearby Hilton Plaza West as well as the scenery from afar. Guests from top floors will even enjoy a wider scenery view from the nearby Osaka Station to as far as Shin Osaka! I love the view of the scenery at all times of the day (morning, afternoon, evening) from the room window, relaxing in the Japanese suite while watching the hustle and bustle of city life. Afterall, this 5 star hotel is reasonably priced and it offers guests promising views of the city!

Accessibility and Convenience

This hotel is conveniently located in Osaka, with various stations and lines to connect to other parts of Osaka!

It is a very short distance walk (2 to 5 minutes) to Osaka Main Station as it is just a traffic light away from the station and Daimaru Departmental Store.

The hotel is also directly connected to Osaka Umeda underground Station via the Hilton Plaza East.

In total, there are at least 3 stations near the hotel, namely Osaka Main Station, Umeda Station and Osaka-Umeda Station, making accessibility easier for hotel guests!

However, limousine services can be improved in Hilton Osaka. For example, the airport limousine from Osaka Itami Airport does not drop off hotel guests directly at the hotel entrance. Instead, guests have to cross to the opposite side of the drop off point (Marubiru Osaka) to reach the entrance of the hotel. Moreover, there isnt any airport limousine service at the entrance of the hotel. The nearest available airport limousine service is located at Herbis Plaza Osaka, a street away from the hotel. It will be great if Hilton Osaka can arrange for airport limousine services (to and from the airport) at the entrance of the hotel, catering to the convenience of hotel guests.

Great design with a wide range of amenities

The hotel design is so amazing! It has a mix of Japanese and Western decorations, something that is present in a renowned hotel in Japan! The rooms are also very comfortable, with plenty of space to accomodate 4 guests in the Japanese suite! The Japanese suite is so excellent! A swimming pool, gym and many restaurants in this hotel!

Overall, it is so wonderful to stay in a hotel with plenty of amenities and one that offers great convenience to more retail and sightseeing options in Osaka! This hotel definitely brings me wonderful memories as our family stayed for a total of 4 nights in Osaka! A great way to enjoy the holidays in December 2024! Our family will definitely choose back this hotel for our next stay during our next...

This is a beautiful, large hotel located next to the station which is a big plus. Day 1: We get to the room & the Toilet takes one minute to flush-very loudly every time. Check in is @3pm, but we checked in at 453pm & was told to wait because it wasn’t done yet. That very night we called & they sent maintenance to fix the toilet but he couldn’t fix & said they need an engineer to come tomorrow. There was a welcome amenity- a little cake & bottled water.DAY2-We left early. When we came back, the toilet was fixed🙂. Towels replaced and room cleaned,. The Hilton bed is always very nice-too bad it doesn’t fit in my suitcase. We got bottled water again. Went to MyPlace cafe & bar inside the hotel/ lobby floor. Excellent desserts that look like fruit but it’s really a cake w/drinks & a lovely musical duo. DAY3 Tlhere’s 5 elevators in a semicircular pattern- some hotels there’s a wait, but not here. Room was cleaned very nicely today. Rooms have a good view of the surrounding area. DAY4-gym is open 24 hours-it’s as big as a couple regular rooms. There’s water available, small workout towels & sanitizer. There’s 4 tread mills, 2 elliptical, recumbent bike, weights, stationary bike, row machine, bench, stairs (not a stair-master, but if you pretend- it could be), 2 fat yoga mats that definitely need replacing, a view of the pool & black painted walls. I did a few laps with the yellow work out shower caps provided. These need to be replaced, as well as the swim boards which are flaking. The jacuzzi is in ground & enough for two large people. They have bars around it to help you get in. At 6:45am. I went to their bath/sauna area next. You walk through a room with mirrors, sinks, face wash, face lotion, toothbrush kits & a cool centrifugal machine that dries your swimsuit. I took a shower before sitting in the hot square tub. If you got a locker, there’s some towels in there but no robe. We came back later that day to a clean room & a written message that our luggage delivery has arrived. This Hilton accepts deliveries just need your room number & name. Executive lounge service & staff & food choices were excellent especially multilingual Ms Billones & her team. Luggage staff were very helpful-quickly bringing bags & helping with the luggage deliveries etc. Ms Ikai? (Tall& multilingual) helped me a few times providing transport direction & helping with lost items. Most of all, the front desk is very efficiently run. I never saw a line at check-in & there was always staff present. Thank you to Mr Robert Abe & his superb team for making my...