Hyatt Centric Ginza Tokyo — Hotel in Tokyo

Extremely Disappointing Experience – Not Even Close to Hyatt Standards

My boyfriend and I stayed at the Hyatt Centric Ginza from February 16th to 18th, and it was one of the most disappointing hotel experiences we’ve ever had. For a Hyatt-branded hotel charging nearly HKD 4,000-5000 per night, the level of service and overall experience was shockingly poor. The only positive thing about this hotel is its location – but beyond that, everything else was a complete letdown.

Failed Room Upgrade: We used an upgrade coupon when booking, but upon check-in, we were told the hotel was fully booked and couldn’t honor the upgrade. Instead, they offered free breakfast or late check-out as a consolation. This felt like a bait-and-switch, and we reluctantly chose breakfast, which was far from the experience we were promised.

Terrible Housekeeping Service: We woke up around 9 AM and had the "Do Not Disturb" sign on our door. We removed it before leaving at 11 AM, expecting the room to be cleaned while we were out. However, when we returned around 2-3 PM, the room was still a mess. We had to go down to the front desk to remind them, which was incredibly frustrating. How hard is it to clean a room in a timely manner?

Unhelpful and Indifferent Front Desk Staff: We asked the front desk to help us book a flat-rate taxi to Haneda Airport, as recommended on the airport’s official website. The staff seemed confused and even challenged us about the taxi company. After explaining, she reluctantly agreed to help but failed to follow up. When we returned to the hotel at 11 PM, there was no update. The next day, another staff member informed us that the taxi company was fully booked. Why didn’t they take the initiative to inform us earlier? Why did we have to chase them for updates? This lack of professionalism and care was appalling.

Complete Lack of Initiative: The staff showed no initiative whatsoever. They should have proactively updated us on the taxi situation instead of making us chase them for answers. This is basic customer service, and it was completely absent here.

No Hospitality, No Help: For a Hyatt-branded hotel in Japan, we expected exceptional service. Instead, there was no concierge, no assistance with luggage, and the staff seemed indifferent to our needs. This is not the level of service we’ve come to expect in Japan, especially at this price point.

Overall, this hotel is a complete disappointment. The lack of attention to detail, poor communication, and unhelpful staff made us feel like an afterthought. For the price we paid, we expected so much more. This is not what Hyatt stands for, and it’s certainly not what we deserved. We will never return and would strongly advise others to avoid this hotel unless they want to waste their money on an...

Rooms are not your typical Tokyo size, which is super spacious. Just a tad dim, in my opinion, esp the vanity and foyer areas. Not the best lighting for make-up but the shower/bath area is perfect! LOVE the tub. We didn't get any views from our room but location is perfect for shopping. Ginza is great for food and shopping, and hotel is really closely located to the main shopping streets and malls, and great restaurants.

Service may be a little slow all round, But some try a little harder than others, and sometimes check-in may take a while. Which is consistent in all our visits.

Something memorable during our week-long stay at the hotel last time, a bubbly and friendly staff at the restaurant, Marina, truly impressed me. As I was nursing a cold from the change in weather, Marina was astute to notice that, and asked if there was anything she could do for me. I asked for some hot water and honey on the first day, and believe it or not, Marina remembered my request and served it to me for the rest of my stay. Now that's what I call service! Service with care! Marina also stood out for me, as she was always welcoming and friendly to everyone. I think sometimes when the restaurant is busy or when language is an issue, staff tend to keep to themselves and speak the bare minimum, so Marina was a breath of fresh air. Marina is truly an asset to the team and hope Centric will use her as an example for their standard of service throughout the hotel. A couple of times when at the restaurant, it took a while before someone attended to me at the entrance (once even though while I was standing by the counter next to the manager) so eventually I took my own seat.

Breakfast area is spacious too, with a large communal table which is my favourite TBH. Spread may not be wide but very sufficient. I loved the Japanese breakfast as well as the assorted fruits and juices; breads and fried chicken are 👍🏼, as are the scrambled eggs. They do have a rather comprehensive lunch/dinner menu.

Front desk staff are friendly but probably not the most efficient, consistent with the other times we've stayed there. There are a few good lads who would go the extra mile but not always.

Post-covid there are now some snacks and drinks available for guests in the Lobby, which is a nice touch, although I do find the area a little dim. Perhaps it is to create a relaxed mood. The gym is small but sufficient. Overall, pretty nice place to stay in a central location. Perfect for solo, couples or...

THE PROS:

This is a very well designed property in a great location in Ginza, one of the best spots to be in Tokyo. Very high-end area. Every detail has been well thought out and for Hyatt Centric is very high-end design. The property is spotless, as one would expect for a newer hotel, and being in Japan.

The breakfast buffet is very good, as you’ll come to expect out of Japanese hotels. The rooms are well designed but lack any views.

THE CONS:

The service is very poor, especially if you expect any benefits as a status holder with Hyatt. I’m a globalist and received zero benefits, other than the free breakfast. There was no welcoming me as a Globalist, zero upgrades given, in fact I was given the worst room in the building facing construction and a roof of AC units (they know exactly the views when they assign these rooms so don’t let them tell you otherwise). There was no effort to resolve any requests including a room change to something not facing construction, or a request for a softer bed (I had to ask for a pillow-top mattress cover which they did, but only after I had to request this for a solution. They wouldn’t even look on the computer to see if they could accommodate a room change. i only received a “so, sorry”, in a very animated and “screw you entitled American” way. This was perhaps the worst service I’ve received at a Hyatt property in years. Don’t expect this in Japan, normally service is outstanding, though not flexible. Look to Marriott hotels like The Ritz for service that is more accommodating to US clientele. I would strongly recommend anyone with Hyatt status avoid this hotel. I also stayed at the Grand Hyatt and the service is at a level you would expect.

I felt targeted and dislike as an American. Perhaps that was in my head, that is certainly possible, but I’ve never felt that before in Japan, and I’ve been going for 20 years. I’d like to chalk this experience up to new staff that has not had enough training yet coming out of COVID.

I booked this long in advance and used points, but the price at the time of check-in was about $1,300 a night. This is outrageous for this hotel and price gauging. I’d put the value at around...