AC Hotel Tokyo Ginza — Hotel in Tokyo

Dear Hotel Management Team,

I hope this letter finds you well. I am writing to express my disappointment and dissatisfaction regarding the unfair treatment I experienced at your AC Hotel in Tokyo. As a long-standing and loyal member of the Marriott hotel group, I am deeply saddened by the events that transpired during my stay at your establishment.

During my check-in process, I encountered an individual named YUZI at the front desk. Unfortunately, his attitude and service were far from the warm and professional standards that Marriott hotels are renowned for. Mr. YUZI displayed a clear sense of aggression and racial discrimination, leaving me feeling uncomfortable and hurt.

Throughout the process of checking in, YUZI failed to comprehend and fulfill my needs adequately. He placed me in a room at the far end of the corridor, which was far from the standard I would expect as a Marriott member. When I requested a paid upgrade, he not only ignored my request but also treated me with indifference, assigning us to a rather uncomfortable room.

What is even more disappointing is YUZI's response when my partner inquired about a possible late check-out until 2 PM. His attitude was utterly unacceptable. He feigned ignorance and repeatedly denied the request, insisting on an additional payment. As a Gold card member of the Marriott hotel group, we anticipate receiving a higher level of service and care, which YUZI's behavior did not reflect.

Furthermore, it was infuriating to overhear YUZI's colleague informing other guests that late check-outs were complimentary, while for me, it suddenly became subject to a charge. This blatant inconsistency and discrimination are truly disheartening.

Moreover, I noticed a change in YUZI's demeanor upon receiving my Chinese passport, which made me feel profoundly uncomfortable. As an international traveler, I expect to be treated with equity and respect in your hotel, without any form of discrimination.

As a global guest, I find it difficult to tolerate the issues and unfair treatment that occurred at your establishment. I earnestly implore you to take my complaint seriously and address these matters adequately to ensure a positive experience for...

Member Status: Platinum ||Upon entering the hotel, you’re welcomed to a very modern and sleek lobby. I was quickly greeted by the front desk and recognized for my hotel status. I point this out because they took the time to go through the different amenities and benefits during my stay; I usually have to initiate these questions, so I appreciate them being the first to bring it up.||Room: Standard, 1 King Bed||The room wasn’t that big, but still very comfortably sized for two people. A wall tv faces the bed, and theres a small nook area leaning against the window where you can sit, along with a small table and chair. The closet space wasn’t that big, so we mainly used the nook and shelves to place items. ||The only odd layout was that the sink was in the same area as the bed, where you need to slide the closet door if you wanted a little more privacy in the bathroom area. ||I was very impressed with the amenities - 4 complimentary water bottles in the room, fully stocked Nespresso machine, electric water kettle, toothbrush, toothpaste, razor, shaving cream, brush, cottons swabs, qtips, slippers and pajamas. I know this is very standard in Japan, but out of the 3 other hotels that I stayed during my trip, this was the most comprehensive amenities that were already in the room and regularly restocked.||Buffet Breakfast: My partner and I woke up very early on the first day, and quickly realized that many places do not open until 10am or later. Luckily, the hotel started breakfast at 6:30am and we were VERY impressed with both the Western and Japanese options that were available. Western-wise consisted of your typical eggs, pastries, pancakes, bacon, sausage, and waffles. Japanese-wise included kaisedon, various fish, miso soup, and many other things. There are so many choices that you won’t be disappointed paying the premium price for it.||Location: Very close, maybe 10-15 minute walk, to the main shopping areas in Ginza, and only a 15 minute walk to Tsukiji Market. The metro stops are also very closeby, which we frequently used to get...

Our short, 3-night stay in Tokyo was here at AC Hotel Ginza.

LOCATION: A block away from the area’s best shopping. Luxury retailers, Ginza 6 mall and flagship Uniqlo store to name a few. Tokyo is so spread out that sightseeing and other points of interest require cab rides.

CHECK IN: Front desk staff were great. We had our luggage shipped from the hotel we were staying at in Sapporo and everything was waiting for us, including some belonging to others in our party that were staying in the Courtyard hotel next door. No problem as the bellman transported it over without hesitation.

LOBBY: That scent machine… you either love it or hate it. We’re with the latter.

Milo, a delivery robot, was posted here. I’m not sure what he transports but it’s pretty cool. We saw him again waiting to get into the elevator but couldn’t see the details of the job. We should’ve followed him for curiosity’s sake!

The lobby bar handled morning grab & go breakfast items and wasn’t too popular of a place at night, though drinks were good.

An automated money exchange machine was available in the library seating area next to the bar.

ROOM: Your room key automatically selects your floor in the elevator, so there’s no pressing of buttons and you can’t access any other floors.

Decor & accent lighting was very modern, with power outlets abound. Oddly, the shower and basin are have no partition and are part of the bedroom, so privacy is zilch if you’re staying with someone who isn’t your significant other. It also sported the tiniest vanity mirror I’ve ever seen in a bathroom.

Strong a/c, comfy king size bed and blackout curtains were positive perks.

BATHROOM: I’m not a fan of rain shower heads, especially this one as its spray was wider than the norm. Thankfully there was a mounted handheld also. Water pressure was very good.

AMENITIES: Free & strong WiFi, Nespresso machine, hot water maker, mini refrigerator, safe and robes.

HOUSEKEEPING: Room was clean with daily service. No turndown.

OVERALL: A...