Hotel Indigo Tokyo Shibuya by IHG — Hotel in Tokyo

WOREST ACCOMMODATION I’ve ever experienced I would never recommend this accommodation hence I'm writing this review and usually I wouldn't bother but our experience kept getting worse, and I would hate for anyone else to think they were getting 5 star accommodation because it's definitely not the case, the only good thing is the location but there is plenty of places around Shibuya crossing sooo it's got nothing others don't! We firstly called to book as we had trouble on bookings trying to get the pullout bed for the 3 person room so we called and organised this and another two person room for my parents, the confirmation emails all stated room for 3 and the additional 3rd person charges added, but upon arrival, we were told that we had only been charged for a third person to be in the room sleeping all in a king bed. I had the option of sleeping on the couch which was really more for looks than relaxing on, I was told we had to pay an extra $700 aud for the pullout, I went to to look at the tiny couch and got my sister to take photos and said I'd be adding this to my review which must have worried them because moments later we were getting the pull out for no extra charge, that honestly we had already arranged for! But then we enter the room after waiting in the 2 person one whilst pullout was installed to find we'd been given the smaller room made for two people and my parents had the larger room made to accommodate three, at this point we had enough and decided not to bother anyone and have to wait longer to relax ,then we realise both rooms had amenities for just two people, two waters two tea cups. When I rang to inform them they seemed frustrated with me for inconveniencing them, this is definitely not 5 star accommodation or service! Also if you leave the don’t clean sign out to collect points make sure you take photos of it because we received half the amount of points we should have! -They offer sheets changes every second days but didn’t restock tea water or toilet paper, we had to ask multiple times for more amenities -We were then charged service fees when eating and drinking at the restaurant and bar. -three greeting staff watched me for three days try and use the hand sanitizer that was out of batteries! -The hallways smelt disgusting like vomit, so strange for a new hotel -we left at 10am and house keeping entered when we left we got back that afternoon and they were still cleaning the room -Then the kicker at check out we were charged taxes that were included in the nightly rate I’ve had to contact IHG multiple times to try and be refund, my booking never started extra taxes would be charged upon check out, booking clearly stated that all additional taxes were included in nightly rate! IHG customer service also told me multiple times that I shouldn’t have been charged any extra taxes as my booking stated all extra taxes were included in nightly rate! but then after 7 days I had to call again, the hotel had said IHG was responsible for not stating extra taxes needing to be paid and it was there fault I wasn’t informed the customer relations lady asked me if I was informed upon check in which I was not, she then put me back on hold to then inform me that IHG would be agreeing with the hotel that the taxes must be paid but they would be reviewing there booking information that’s given to guests as it needs to include these extra charges! I was absolutely shocked that a hotel chain as large as IHG wouldn’t understand that it’s illegal to not list all charges that a guest would occur during their...

Hello Leo,

Thank you for your reply. Based on my two previous stays, I don't feel that you have made any improvements based on anyone's feedback. So if you are just giving me a standard response, it is not needed. Instead, report to your general manager on what improvements you have actually made.

Furthermore, I don't see why I need to contact anyone or you directly. If that’s not what you intended, then you might need to improve your English skills or stop using translation software to respond to your customers. Thanks again.

As a Diamond Ambassador of IHG and this is my second stay at this hotel. The options are relatively limited if you want to stay with IHG in Tokyo, so I'd like to share some honest observations and opinions.

In terms of service, the bell staff on the 3rd floor were also helpful for my stay. there's still a significant disparity in the service levels of the front desk staff despite a over half year gap between my stays, with only a few achieving a high standard. When I inquire about local recommendations, they should ideally be very familiar with the surrounding area based on the brand concept neighborhood story (this is also the reason why I stayed here), but most rely solely on Google Maps. I must highlight a staff member named Amber; she is the most memorable service provider I've encountered among all InterContinental hotels in Tokyo. During my second stay, when I asked about nearby restaurants and recommendations, the male staff with highlight hair color initially couldn't provide answers and directed me to Amber. Though I was initially displeased for that, but her hospitality quickly dispelled any negative feelings. She is always very friendly and polite, always offers me several choices, guided me to choose one what suits me best. You can feel everyone is quite busy there, but I am willing to wait for Amber's assistance. She knew we were heading to Kyoto after Tokyo and even gave us some advice! I believe having employees like her greatly benefits this hotel's guests. But on average, the overall service is still below par.

As for value for money, the hotel's location is very convenient, but because it's not a full-service hotel, room rates are somewhat high. Despite the hotel lacking a concierge department (even if I think they need ), making it seem more like a typical city hotel. Nearby construction is ongoing, and according to some information, this situation may persist until 2027. Annoying, but you have to accept it if you want to stay there. If I wasn't redeeming points, I might have to think about whether or not I could afford it, and whether or not this place is worth the money. Because the room is smaller than expected, just because it’s located in Shibuya.

Regarding breakfast, most staff don’t really speak English. Considering the InterContinental's customer, who are likely mostly foreigners , the inability to communicate hinders service quality. The breakfast offerings are average, and the prices are reasonable.

I hope this hotel can get better and better, and I'm looking forward to...

Stayed at Hotel Indigo Shibuya for 1 week in June 2024 with my family (2 adults and 1 child) while on vacation. Overall, it was a great stay. The hotel is fresh, clean, and modern. It is in an excellent location. Location could not be better. Within a 10-minute walking radius, you can get to all major shopping areas in Shibuya, the scramble crossing, and Shibuya Station. The staff was welcoming, friendly, and helpful. Security is good. You have to scan your room key to access the elevator, and the elevator will only allow you to go to the floor number where your room is. The breakfast buffet was good, and it had a variety of both Western and Asian breakfast items. The view from the room is great. I recommend staying on a higher floor, as there is ongoing construction on an adjacent property to one side of the hotel. We didn’t have any issues with noise, as we were near the top floor. There are 3 large bottles of complimentary mineral water in the room, which they restock daily. The bathroom area was modern and practical. The toilet, shower, and sink are each in separate rooms, which worked well for my family, since others could use the sink and toilet while one was in the shower. Hotel management was helpful. They emailed me a few days before check-in to confirm my room preferences, which I appreciated, because I requested a rollaway bed be added to the room for my daughter. Everything about the room was perfect when I checked in, including the rollaway bed. Please note that they charge extra per night if you add a rollaway bed. I knew that ahead of time by reading reviews online from previous guests, but the website is unclear about this point when you make the reservation. The websites should be more explicit about this. Also please note that the rooms are smaller than US hotel rooms, which is typical for some hotels in major Asian cities. We stayed in the 30 square meter room that says it fits 3 people, which is the largest room they have, and it felt smaller than standard rooms at a US Holiday Inn or Holiday Inn Express. However, it was big enough to accommodate us, and we were satisfied. If you are from the US, please know that the mattresses are significantly firmer than what you may be used to, which is typical for Asia. Since we were there for a week, we used the hotel’s laundry service. No issues there. The bar on the 11th floor has a great outdoor patio that provides a convenient location for taking pictures of the nearby area. There are several convenience stores and drug stores within 5 minutes from the hotel, which we ended up frequenting for mosquito bite lotion, drinks, and snacks. At the end of the stay, the staff again was very helpful in terms of assisting me with taxi arrangements and luggage shipping. I definitely recommend this hotel to anyone traveling to Tokyo...