Hotel The Celestine Ginza — Hotel in Tokyo

For the price I expected much more from this hotel. We got to the hotel maybe 30 minutes before check in and they allowed us to check in early which was nice. The room was lacking. The cleanliness was not the best.

When we opened the door to the room, we were hit in the face with an overwhelming terrible smell. It smelled like an armpit or like somebody had spilled their bowl of curry all over and then it never got properly cleaned up. The smell was very strong and I cannot understate this. I immediately pulled out my phone and started searching reviews for this same issue and sure enough there are multiple reviews citing this problem. I'm not sure how I missed them while researching. Thankfully in another review I read that there is a small latch on the bottom of each window that when open lets air into the room. For our first couple days in the room we had the latch open the entire time and by the third day it started to smell a bit better after being aired out. This issue alone makes it that I would never ever recommend this hotel or stay there again.

Other than the smell, the floors were not sufficiently cleaned. There were small crumbs and things that were visible. We also found a spider crawling on our luggage. The bathroom was small and the toilet was the worst toilet we had had at a hotel during our 2 weeks in Japan. The shower pressure wasn't good and the sprayers needed a cleaning as the water was shooting in multiple directions it wasn't supposed to because of likely buildup in the nozzle. It was also very noisy at nighttime.

The good things: the location was great and so close to the train station. Tons of shopping nearby and nice restaurants.

Overall I was disappointed that for a hotel at this price and with a great star rating had so much wrong with it. There are plenty of hotels to stay at in Tokyo. Don't...

Poor stay given the cost of the hotel and it’s supposed to be a 4* hotel. We have stayed in 5 other hotels in Japan since and they have been 100x better service, rooms, and cheaper than this hotel.

Firstly, as multiple guests have mentioned in their reviews , there is a dirty odor in the rooms, we complained as soon as we stepped into the room, the receptionist came to check and granted us a new room. The new room had the same smell but slightly less pungent. They said we could upgrade but they would charge us!!!!! We also had to lug our own suitcases to the new room and go back to the lobby for new cards, when it’s their fault. If we weren’t so tired, we would have just left and stayed somewhere else. We went out every day from early morning until night to avoid the smell.

Secondly, we had a long day in Nikko and decided to order pizza on Wolt. Because we had our do not disturb light on (we didn’t realize), the reception sent our pizza away without informing us. My husband rang the lobby to check but they didn’t even mention it until I rang them again. It had been 1.5 hours and we had to pay for another delivery. Wouldn’t it have been logical to leave the pizza outside the door rather than send it away?!

Thirdly, we had dinner around 8:30pm upstairs at the restaurant. Our bill came to around ¥11,500 ($80) for two plates of tomato pasta (no meat or fish, no drinks, nothing) as they charge a night fee (even though it’s very early and we are hotel guests) and service charge. The Cuban waiter had a bit of a poor attitude too. It’s totally unfair to charge anyone this price for two plates of meatless pasta. We informed the lobby staff by email and they didn’t give any solution. Surely, they could have shown some good will with the bad odor and pizza situation?!

I’d...

Poor stay given the cost of the hotel and it’s supposed to be a 4* hotel. We have stayed in 5 other hotels in Japan since and they have been 100x better service, rooms, and cheaper than this hotel. ||Firstly, as other guests have mentioned, there is a dirty odor in the rooms, we complained as soon as we stepped into the room, the receptionist came to check and granted us a new room. The new room had the same smell but slightly less pungent. They said we could upgrade but they would charge us!!!!! We also had to lug our own suitcases to the new room and go back to the lobby for new cards, when it’s their fault. If we weren’t so tired, we would have just left and stayed somewhere else. We went out every day from early morning until night to avoid the smell. ||Secondly, we had a long day in Nikko and decided to order pizza on Wolt. Because we had our do not disturb light on (we didn’t realize), the reception sent our pizza away without informing us. My husband rang the lobby to check but they didn’t even mention it until I rang them again. It had been 1.5 hours and we had to pay for another delivery. Wouldn’t it have been logical to leave the pizza outside the door rather than send it away?!||Thirdly, we had dinner around 8:30pm upstairs at the restaurant. Our bill came to around ¥11,500 ($80) for two plates of tomato pasta (no meat or fish) as they charge a night fee (even though it’s very early and we are hotel guests) and service charge. The Cuban waiter had a bit of an attitude too. We informed the lobby staff by email and they didn’t give any solution. Surely, they could have shown some good will with the bad odor and pizza situation?!||Lastly, our room was on a road and it was noisy at night as behind the hotel there are several clubs and bars.||I’d...