Grand Hyatt Tokyo — Hotel in Tokyo

We had a category 7 free night certificate and decided to try the Grand Hyatt Tokyo. Fortunately, I had booked it several months ago because recently the Hyatt brand had increased several of their Tokyo hotels, including this one, to category 8; meaning if we possibly had to make any changes to our stay, that the category 7 certificate wouldn't be valid at this property. Fortunately, we didn't have to make any travel plan changes.||After staying here, we did have an okay stay. But compared to other Hyatt properties in Asia or other brands such as Marriott Bonvoy, it just felt that there's something lacking here. Since this is the first time we stayed at this property, we don't have anything direct to compare with, except for our stays at other Hyatts and other hotels such as St. Regis.||The Grand Hyatt Tokyo staff were all professional, pleasant and efficient but maybe the service felt more "forced" or something, hard to describe. Maybe it lacks the genuine warmth or welcome compared to the service provided at other properties.||As the husband is a Globalist, we were upgraded to a City View King room with a nice view of Tokyo Tower. Hyatt benefits for Globalist and a guest include Grand Club Lounge (7am-9pm) access providing breakfast (7-10:30am) or downstairs at French Kitchen (6:30-10:30AM), afternoon tea (2-4), evening cocktails and appetizers (5:30-7:30pm) and all day coffee/tea service.||The Lounge food was good, ok. Personally didn't care for some of the appetizers but their raspberry macarons were excellent!||It was actually Friday night of Golden Week and the hotel didn't seem too busy, possibly with locals going home/out of town and most of the guests were business people or foreign tourists. Saturday breakfast at the downstairs French Kitchen was good, but the variety and selection was much less when comparing it to other Hyatts or Marriotts.||The room was spacious, but felt pretty dated and in need of refurbishing though. Also was somewhat surprised that there wasn't a welcome note or fruit bowl, chocolates, or cookies from the GM or manager, as most of the other Hyatt and other properties do for their higher level rewards members. There was a package of sembei on the desk, but not sure if that's just something they leave for all guests.||I almost feel that it isn't quite a five star property especially since they increased it to a category 8 and don't see the value. The stay was more like 4.5 star but can't really say it was a 5 star. While our stay was okay, unfortunately there was no "wow" factor at this property which makes us not want to return or recommend it. As the title says, we were underwhelmed and not too impressed with this property.||Location wise, it's ok but not the most convenient from the train station. We actually came from Shinagawa and figured that the bus was a better choice than the train, as you'll need to do a short walk from the train station. The bus was better, as the bus stop ends at the Roppongi Hills shopping mall indoors garage so it's sheltered from rain and also you get air conditioning as you follow the signs to the Hyatt Grand.||Hopefully for being increased to a category 8, the Grand Hyatt Tokyo will actually update their rooms, breakfast offerings to justify the higher price and category when there are so many other...

I’ve been in a committed relationship with the Grand Hyatt Tokyo for more than a decade, so think of this as both a love letter and a friendly wake-up call. As a Lifetime Globalist, I once held this hotel up as the gold-standard for polished luxury in Roppongi: gorgeous rooms, destination-worthy restaurants, and a front-office team that anticipated every need. Until recently, each stay reaffirmed that reputation.||What’s Still Exceptional|   •   Location & Design: Roppongi Hills remains a prime launchpad for Tokyo, and the hotel’s Zen-infused aesthetic still radiates understated elegance.|   •   Dining: Roku Roku’s sushi, The Oak Door’s steaks, and the spa’s lighter fare keep the property squarely on Tokyo’s culinary map.|   •   Club Lounge Team: Even with staff turnover, the 10th-floor lounge team continues to demonstrate focused professionalism - proof that Hyatt’s service DNA is alive and well.||Where Consistency Slips into Complacency|   •   Pre-arrival outreach has vanished. Higher-end Hyatt properties typically email top-tier guests to ask about special requests. This stay, my inbox stayed empty.|   •   Status recognition felt routine, not remarkable. Globalists were once escorted straight to the lounge for private check-in. This time I queued at the main desk like everyone else.|   •   Upgrades have become elusive. In years past, a premium room or even a suite was almost automatic. This visit, no upgrade—and instead I received a single-drink voucher, which unintentionally devalues a guest who can already enjoy drinks in the lounge.|   •   Management touch-ins disappeared. I used to receive check ins from the management team, “How’s the room? Anything we can arrange?” - and casual greetings in the lounge. Silence this time.|   •   Rooms are beginning to age. My room looked much as it did a decade ago, but now the headboard showed stains and the bathroom still housed an early-2000s mini-TV that few people ever use. Fresh competitors across Tokyo are opening with cutting-edge tech and immaculate soft goods; the Grand Hyatt can’t afford to rest on nostalgia.||The Bigger Picture||Tokyo’s luxury-hotel scene is heating up - Edition, Bulgari, and the upcoming Janu, to name a few. Staying competitive will require more than fond memories and reliable service: a soft-goods refresh, modern in-room technology, and a renewed commitment to proactive Globalist touches would keep the Grand Hyatt firmly in the “must-book” column.||Bottom Line||For first-time guests, the Grand Hyatt Tokyo will still amaze; its core strengths remain world-class. But for loyal Lifetime Globalists who have watched this property set - and meet - sky-high standards, the early signs of complacency are hard to ignore. I’m not ending the relationship; I’m urging it to rekindle the spark before “consistent” slides toward “forgettable.”||Will I return? Absolutely. Will I consider the competition next trip? For the first time, yes. Grand Hyatt Tokyo, you’re too special to lose your edge - please don’t let...

Disappointing Experience at the Grand Hyatt Tokyo

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As a dedicated Explorist member, having completed my fourth stay at the Grand Hyatt Tokyo, it is with regret that I recount an experience that did not align with the high standards I associate with the Hyatt brand.

One of the fundamental expectations as a loyal member is the simple acknowledgment of being welcomed back, yet, disappointingly, I did not receive any recognition for my Explorist status during any of my four stays. The absence of even a basic "welcome back" left me questioning the commitment to customer care and loyalty at the Grand Hyatt Tokyo.

Even more disheartening, a promised room change for the following day failed to materialize. When I inquired about this, I was met with a dismissive attitude that bordered on condescension, a stark departure from the personalized and attentive service I have come to anticipate as a member.

The disappointment extended beyond the lack of recognition and unfulfilled promises. The food in the club lounge, an area that should epitomize quality, was served cold, further undermining the overall experience.

However, what proved to be the most concerning aspect of my stay was witnessing the general manager engaged in a loud and open argument with another customer about their negative experience. This unprofessional display not only created an uncomfortable atmosphere but also raised questions about the overall management and communication within the hotel.

Considering these multiple letdowns, it is with great hesitation that I contemplate a return to the Grand Hyatt Tokyo. The essence of hospitality lies in the ability to recognize and rectify shortcomings, and unfortunately, this aspect was sorely lacking in my recent experiences. As a loyal customer, I had hoped for a stay that would reaffirm my trust in the Grand Hyatt brand, but unfortunately, this was not the case.

In conclusion, I believe it's imperative for the Grand Hyatt Tokyo to reassess its customer service standards, starting with the simple yet meaningful act of recognizing and welcoming back returning guests. Until then, I will be exploring alternative options for my future...