Hyatt House Tokyo Shibuya — Hotel in Tokyo

Traveled with a friend and shared a twin room. We never understood how to work the dryer (the washer/dryer is one unit) which was a bit problematic hanging all of our clothes to dry. Obviously, we could have asked front desk how to work the dryer-only function. ||||Location is hard as there are several levels which you can exit/enter to the outside/inside of the hotel - and depending on which level you are on it can be confusing. We arrived via the airport bus from Haneda and it could not be EASIER to get to the hotel thanks to watching You Tube videos ahead of time. We also went for a dry run to walk back to the bus for my friend's return bus trip to Haneda. I bought my ticket to Narita airport and did a trial run of getting to the Narita express - again, ahead of time so that on our departure day I knew exactly what to do without any stress.||||For the two of us, the room was a bit small and next time I would book a room to myself. We never used the kitchenette, but it definitely seemed very well stocked. We also left dirty glassware in the sink and it was removed daily.||||The twin beds reminded me of a river cruise ship bedroom. You can store your luggage under the bed (there is a big opening with space under). There is also a drawer under the bed as well. Closet space is pretty minimal for two people (we did not have enough hangers) but there is plenty of drawer space. There are no luggage racks provided in the room and with two people we would NOT have the room to even use a rack, keeping a suitcase opened on top of the rack. So, unpacking everything and storing our luggage was the only option. I brought an Away trunk (I planned to shop and bring back a lot of items) which was too big to store under the bed. I placed it next to the wall area where there is a small couch (I assume it was a small sleeper-sofa) and turned the table in front of it to the side.||||The bathroom has a bathtub with a shower head OUTSIDE of the bathtub. I stood in the bathtub and had the shower head aimed at me. My friend said she stood outside of the bathtub when showering. It is located in one room with a door. ||||Japanese toilet was a bit annoying because it is in the main bathroom area with the sink and every time you entered the toilet seat would rise up. So when you went in to use shower, sink etc. the toilet seat would be moving up and down.||||The hotel was very quiet both inside and outside (surprising given you are next to Shibuya Station with NUMEROUS train lines). Our room had a city view which was terrific. We ate breakfast every day and we were quite happy. There is a coffee machine where you press the button for cappuccino, latte etc. but my latte's every day were very good. Choice of juices, fried eggs, scrambled eggs, bacon, little sausages, cereal, fruit, pancakes plus Japanese breakfast.||||The front desk staff could not be nicer. They were very helpful with restaurant planning and responding to any of our requests.||||The surrounding area is extremely busy (think Times Square on steroids). I suggest acquainting yourself with your surroundings ASAP. You actually can avoid the madness of Shibuya Scramble and Shibuya and just get to the train station from hotel to escape to other city areas. There are so many restaurants/shops/grocery shops outside your door which was fantastic. ||||I feel that after a five-day stay I had very good navigational skills taking the various trains to get around the city and using the subway etc. as well as getting to either airport for departure.||||I would definitely return. Shibuya is very, very busy area so that may turn a lot of people off and there are definitely areas much more quiet/residential which would be a more peaceful setting. However, I feel like I've conquered navigating the area/trains and would definitely stay again (in my own room without sharing).||||Very...

Pros: Location, Quiet luxury. Cons: Price, Guest Services.||||If you’re visiting Tokyo and looking for a location that has everything (food, shopping, etc) and convenient to getting around the city and connecting to other cities, there is nowhere better than Shinjuku and Shibuya. Both are major transit hubs offering excellent connection to anywhere you can think to go in Tokyo and even getting to other cities via the Shinkansen (bullet train). If you’re traveling with children, young and old, Shibuya is a better choice, without the nightlife offerings of Shinjuku (Kabukicho) and there’s no better accommodation than Hyatt House.||||Not as many 5-star hotels as Shinjuku, there are still plenty of options in Shibuya, including some 'aparthotels', but none comes close to Hyatt House @ Shibuya, with kitchenette, washer/dryer and other welcomed amenities especially for those staying a week or more in Tokyo. We stayed in a Deluxe suite, good for the 4 of us (young teens), 2nd year in a row in 2025. The suite was spacious by any standards, with top-rate appliances and furnishings, and on higher floors, a good view of Shibuya and beyond. But that’s the only reason, though a big part, why we chose Hyatt House @ Shibuya; it’s the location — tucked away from the crazy hustle and bustle of Shibuya, just a couple blocks away from the famed Shibuya scramble crossing, within a 1km walk to every nook and cranny for restaurants (many excellent street food type outlets), shops (from department stores to indie boutiques, branded or not), you could stay a week or more and still not experience the full offerings in Shibuya. Hyatt House is 300m from the JR line, which connects to the Shinkansen service and also to/from the airport. It is 500m from the main Tokyo metro with most of the lines routing through, making it one of two major transit hubs (other than Shinjuku) in Tokyo, just one stop from Harajuku or Omotessando, Aoyama, a few more to Shinjuku and Ginza — you can’t ask for a more centralized and convenient place to stay.||||My only gripe, if I may call it that, is the hotel staff, as willing and helpful as they were (and they really were!), assume all roles from Front Desk including Porter to Concierge to everything in between and more, and some are just not cut out for some of these roles, eg (not discriminating but) small females as porters, and after many years of traveling, not everyone is good at playing concierge, the best ones able and ready to provide bespoke guidance to guests with different agenda, get challenging reservations to popular restaurants, arrange for tickets to attractions, airport transfers, etc. Not that Hyatt House couldn’t but the level of which would be the same as you personally googling and doing it yourself, nothing special. For a property that costs around USD1,000 a night for the deluxe suite good for 4 that we stayed in, I expected more.||||That all said, nothing is perfect. We have stayed at the best Tokyo has to offer (Park Hyatt at Shinjuku, Peninsula at Ginza), and if we go back next year, and we likely would, it would be the same room same floor same place — the Hyatt...

Watch out for the breakfast scam! I’ll start with the breakfast because the way that it was presented at the time of pre-purchase to how it was actually delivered to how they dropped the ball on my customer satisfaction issue.

Upon checkin, they will present you with a advertisement that they have pinned up at the front desk showing a 20% discount on breakfast if you pre-purchase. I figured that we’d already stayed at 5-Star Marriott locations across Japan and Seoul at this point so Hyatt House should deliver from a breakfast standpoint. The next morning we arrive and what you can see from my photos is what you get for ¥6,000 (about $41 at the time of the charge for 2 adults). The only things not represented from these photos were on the side of the table: fish balls, baked fish, rice, and I believe miso soup of some sort. Offended at the idea of how much they charged for this breakfast and knowing that we could go to literally any cafe within 5-10 minutes walk and get a feast for ¥3,000 for 2 people, I took to reception and requested my refund. Upon arrival, I was standing in front of a gentleman who was lightning focused on his computer for maybe 2 to 3 minutes before he acknowledged me over the computer and ushered me to his colleague who had finished up with another guest to his left. I presented our problem with her, she directed me to take a seat while she chose to assist other guests instead of addressing my issues. Not at any point was I impolite, direct, or outspoken in any of these interactions so maybe she was flustered with the request in that maybe nobody has ever been upset with their overpriced breakfast before. I think she ended up talking to a manager before coming over and informing us that they do not, understand any circumstances, provide refunds on breakfast. I argued that there was nothing there to eat, as I can’t eat seafood and if I wanted croissants and fruit I would have gone almost literally anywhere else. They challenged me on how they had the list of breakfast items on the reverse side of the promo sheet. I argued that it was never presented to me and if it were I would have chosen not to pay for breakfast at all. Then she said: YOU SHOULD HAVE ASKED ABOUT IT BEFORE PAYING AS THAT’S WHAT MOST CUSTOMERS DO.

The team needs further training on how to manage guest expectations and how to communicate with them. Being blatantly ignored by the first person who was too distracted or intimidated to speak with me was upsetting. Being told how I should’ve handled me being taken advantage of during checking was just straight offensive.

Room: 5 stars. The room was excellent. It was clean, spacious, full of helpful amenities, and peaceful.

Location: 5 stars. It did feel like we had to hike wherever we wanted to go but it was within walking distance to Shibuya and the metro. It took maybe 36 hours to really understand how to navigate the area where the hotel is situated because you can access it from multiple levels.

Service: my positive experiences were incredibly positive. However, my negative interactions overshadowed anything positive I could’ve...