Mitsui Garden Hotel Toyosu Premier — Hotel in Tokyo

We stayed at the Mitsui Garden for 2 weeks in April. There a a couple of things we liked, but also some we did not like at all. If possible we would have given a 3.5

Pros the staff is really nice and helpful all the time. No matter the request, everyone was eager to help us out so we could enjoy our stay the location is really nice, a little out of downtown but still close, subway easily accessible through the elevator, fantastic views of the city the room was always super clean and tidy the stone oven pizza was pretty good the interior design is pretty cool

Cons breakfast coffee is self service from a full automatic coffee machine. The coffee is really really bad, and it's not possible to order a cappuccino or cafe latte even though they have a real espresso machine. In fact, we never saw the espresso machine in action, not sure what it is for. It made us skip breakfast a couple of times to get a good coffee from somewhere else. Eclat des Jours Café is right in front of the hotel we stayed for 2 weeks and after the first few days, the breakfast became pretty dull to us. There was just no variety at all. Fruits, drinks, soup, salad - it was all the same every day, not even different on a weekend. There were also no (vegetarian) toppings to pick from, no cheese other than shredded mozzarella, just the same three jams every day. Some daily special or so would've been nice some of the staff barely speaks any English. This would be OK for a family hotel or a small bettei, or even for a 3 star hotel or so, but I don't think it's too much to ask for in a 4 star hotel. We got along with Google Translate and all, but it sometimes was frustrating when asking for something and you couldn't tell if you were actually heard. It may not be super important but the lack of English also kept us from having some chit chat with the staff which made the whole stay so much more impersonal. Usually when we stay at a hotel, after a few days you get to know the staff and it feels welcoming an nice, you greet each other by name and even get to know some of the staff more personal etc. Here is was always very distant we only had cocktails at the bar once because the cocktails were more like dull long drinks. E.g. Moscow mule was just Gin, Ginger Ale and a slice of lime. No copper mug, no deco, nothing. It felt like you would do a Moscow mule yourself, it was just not atmospheric and nice. Other drinks we had were the same, totally dull and not fun to drink at all. the TV is 98% Japanese. I only found CNN as the only English station. Most stations cannot be watched anyways bc subscription is missing, but you cannot rent movies either. Some streaming providers do allow access from Japan but some don't, so some way to pick a movie from a movie collection provided by the Hotel would've been nice. We also stayed at a 3 star bettei for 3 days and they did have movies for rent. the bathroom was pretty average. For Japanese standard, the toilet was not the best (it had no fan, no auto open/close, no auto flush). We had a way better toilet at the 3 star bettei we also stayed at. The plastic bath tub had kinda dorm charm, a large ground floor shower would have been so much nicer. the restaurant menu does not offer many vegetarian options other than the Pizza Margherita. There was also no plant based milk for breakfast no room service, no ironing service one day we stayed until afternoon and suddenly we heard music playing from a speaker in the room. Turns out it was the ambient background music that was played in the hotel, it was also playing in the hallway etc. It's totally fine to play some music in the hotel's public space but NOT in the guest's rooms. We had quite a jet lag and needed to rest but had to listen to music we didn't ask for.

tl;dr It's a good hotel but you should also explore other options which may better fit what...

【DO NOT WAIST YOUR MONEY】

Stinky and cramped room, poor service, and low-quality food. I couldn’t understand how they could charge such a high price for this.

The worst part was that the room smelled. A hotel room should be its selling point, and there’s no excuse for it to smell. As soon as we entered, there was a damp, moldy odor, as if the air was humid. I immediately called the front desk, and they said the only other room available had a different bed size. We were shown that room, but it smelled just as bad. With no other option and not wanting to deal with it further, we settled there. The fact that they didn’t offer an upgrade makes me wonder if they were disregarding us or if it was just poor service.

When I asked the person who showed us the new room about the smell, they said, “The air gets trapped, and that’s why it smells. Turn on the air conditioner and air purifier, and it should improve over time.” If they know this happens, they should have taken steps to prevent it. Just turn on the air conditioner and purifier beforehand.

Here are a few other points in detail:

• Since we had luggage, we called ahead, hoping to get into the room before the standard check-in time of 3 PM. The response was that there would be an extra charge for each hour before check-in, and availability wouldn’t be confirmed until we showed up at the front desk. Why wouldn’t they be able to tell us over the phone? What’s the point of calling in the first place? While I can reluctantly accept the additional charge as part of the policy, I was shocked, as I had never encountered this at other hotels. • We arrived late after attending an event at Ariake Arena and decided to have dinner at the hotel’s restaurant. But we were required to order both food and drinks? Why? And why were the portions so large? We ended up paying a lot for huge portions of mediocre food. Do they ever consider how guests feel when they can’t finish such oversized servings? • Why are we paying such a high price for a hotel that operates like a cheap business hotel? Guests have to pick up their own amenities by the elevator, the toilet is uncomfortably close to the wall, and if you hang towels on the rack, they block the bidet controls. The bathroom is cramped, the footlights are too dim, the beds are so light they slide around easily—it’s a mess. • The quality of the breakfast buffet was shockingly poor. I was left speechless. We had to wait forever at the restaurant entrance because no one was at the desk, the kitchen staff avoided eye contact, and no one came to help. By this point, we were completely disheartened. The selection was small, and the serving area was dirty. The floor near the drinks station was soaked with juice. To make matters worse, no one cleared our plates. At a buffet, if plates aren’t cleared, you can’t put the next plate on the table. We returned to our table with new plates and clearly looked confused, but the staff still avoided us. Why would the hotel employ people who would avoid guests like that? It was truly frustrating. • And what’s with waiting for the elevator? We waited five minutes to get from our room floor to the front desk, packed in with suitcases. Then we had to wait another 10 minutes to get from the front desk to the ground floor. The entire system is broken.

That was our experience. It’s such a waste, and I strongly recommend not...

We got married on september and came to this hotel in november to celebrate our honeymoon in Tokyo. Once we arrived to the hotel there was no belldesk taking our luggages, actually until you come to the 36th floor and walk to reception nobody will even say hello to you. ||It was 13:30 and we were informed that check-in is at 15:00 hence we can’t check-in. We obviously respected and waited our time. So hotel will not let you check in 90 mins prior they are very strict which is very fair as it is informed.||We checked-in our room and do you think they made something special for our honeymoon? Haha a single rose saying happy anniversary! If you do this in some european countries you might cause even a fight in between a couple, did you come with another woman or a man here before or what? Anniversary and honeymoon are completely different! Not even a special note from the team making you wonder do they even care? ||Rooms are new and small. Housekeeping is fast and efficient. So room takes around 15-20 mins to clean. ||On our last night we wanted to dine in the hotel and asked the reception if the food is good and she said she doesn’t know, we asked what type of food you serve she doesn’t know. So if you are looking for help I would just google it instead of talking to staff because it is just waste of time. And don’t expect any customer service you won’t get any. We arrived to the hotel at 00:30 at night wanted to check our check out time but guess what nobody is even at the reception!!! Apparently you dont get concierge or reception service at night. ||Let’s come to the most important part, as we thought the check out was at 12 we were getting ready at 11 and got a call, “madame you have to leave the room now please.” My wife said “we apologize we thought the check out is at 12, we are getting ready we are sorry and they hung up.” While she was in shower we got a call at 11:30 “sir you have to leave the room now or I will charge you 2000 yens” I said “we are sorry but we didn’t know cant you give us half an hour please my wife is in shower?” She said “no we share info on our website so you will be charged” I was fuming and asked “this is how you want to send us from the hotel in our honeymoon? Okay please charge” and she didn’t say anything I hung up. We checked out at 12:00 and asked to see the manager. Guess what there was no manager to talk to!! I thought the hotel was very busy as you need the room so fast and there is no manager in busy operation? Well I recommend the owners of the hotel to remove managers as they seem to be not important for the “busy” operation. ||So we spoke to a supervisor in charge. I asked considering you clean the room in 25 mins was it really hard to make an exception you still have 3 hours to clean the room? No response. I shared other feedback I mentioned earlier, oh okay sir you dont have to pay this money. I will talk to the team. So if you could already do it why didnt you make an exception for honeymoon couple that just came to visit your amazing country? Basically they are trying to sat just take your money back and shut up :) ||I paid the extra charge and told them one thing: you lost a customer for life for 2000 yens, so your customer value, customer care in this hotel is nothing but 2000 yens. We will never come back and will never recommend this hotel or...