THE LIVELY TOKYO AZABUJUBAN — Hotel in Tokyo

BLUF: Perhaps the best customer service experience I’ve ever received at a hotel, in all my stays in Japan and across the globe. The room, though tight, was easily big enough to fit the many pieces of luggage we had, with all the things you’d want in a modern hotel room - ample electronics plugs, bidet, shower with great water pressure, desk, tv, comfortable bed and linens. The location was perfect - not too busy/loud yet convenient to major metro lines, various restaurants of different cuisines/price points, and fun things to do/see (I highly recommend the nearby book store to Japanese and non-Japanese tourists alike - they have a nice selection of books and it’s a well-designed space to hang out in)! The amenities were great, with a beautiful common area that featured several different work space options (sofas, bar seating, swings, etc.) and a 24/7 coffee and matcha machine that made heavenly (albeit very sugary) matcha lattes. We didn’t use it but there was a bar area on the roof with generous happy hour specials from my understanding. The breakfast, offered at a stylish public restaurant on-site, was consistently delicious the several weeks we were there (4 options, all with their own sides - eggs, eggs benny, açaí bowl and avocado toast, pancakes), and the servers were always attentive without being overbearing. The customer service was unparalleled. I mentioned I was having a fairly significant travel related issue and three ladies that worked the evening shift went so far above and beyond to assist me it was unreal - like having (very good!) friends there to help resolve it. I am so grateful not only to them but the other staff who asked me follow up questions to ensure everything was sorted out. The gentleman that works overnight also went above and beyond to ensure I was calm before a major online interview I was able to complete in the common area. The cleaning staff carefully accommodated all of our varied requests (clean today, don’t clean today, give us more of this but please take these toiletries, etc.). As modernity has seemingly erased customer service as a concept in many places, they could and should give a TED talk on what customer service means at present. A million thank yous to each of you for making my time in Tokyo truly...

We like the hotel for its location and atmosphere. However the room we were assigned for two adults and one 5-year-old was too small for three of us to sleep. Sadly, one of us slept on the floor. We brought this issue to the front desk. However the staff whom I spoke to couldn’t help us in a timely manner. The issue with this hotel is that there is no phone in the room to call the reception/ front desk. So if you need something, you need to go down to the second floor to speak with someone. We spoke with a staff when we were leaving for dinner (we checked in around 6pm) but every question I asked to the staff, she had to go to the office (behind the door in the lobby) - assuming that she was talking to her supervisor-and it took her at least three to five minutes to come back to give me an answer. She finally got back to us saying we could upgrade to a bigger room with an additional cost. When I asked what the cost would be, she told me she needed to check whether bigger room is available for us to switch. My son was super hungry and I was so tired and irritated about waiting to find out all the details so I told her to check it while we go for dinner. When we came back after one hour, my son was falling asleep so we first went to the room. Then I realized that I had to go down to the front desk to hear about the result because there is no phone in the room. With a half-sleeping child in my hands, I couldn’t go down so I decided to let my son sleep and one of us slept on the floor. It was not what we expected from a hotel like this. To begin with, I felt unfair that the room was recommended for two adults and one child but it was not sufficient for what was promised on the website. Second of all, mistakes can happen, but why do we need to pay an extra fee to switch a room? Last, the staff should have checked the bigger room’s availability and extra cost first when I addressed this issue to her so that I didn’t have to wait for 15minutes to find out nothing. Or she could have visited our room to follow up. It was very disappointing because otherwise the experience at hotel was nice. But who wants to sleep on the floor even if it was at the...

Stayed for 4 nights last week and could not fault the hotel. It’s modern, clean and comfortable. Check in was a breeze with a very friendly staff. Found our double room reasonably big for Japanese standards. Comfortable beds. Bar on the top floor makes top cocktails and the staff is just wonderful. There are 2 very good restaurants in the building which I’d recommend if you like meat. 7-11 shop just outside. There is an amazing supermarket if you turn right out of the hotel only 2 mins on foot selling beautiful food and anything you may wish for .

Breakfast was great (only 4 options tho) but liked the minimalistic style, no waste philosophy , all made to order . Hotel is located a short walk from Azubu Junan metro station and only 10mins from Rappongi. Neighbourhood fool of hidden gem eateries . Quiet and safe. Handful of minor comments : pillows were not comfortable (bed was!) young male staff in the cafe during breakfast were clueless and lost at times (female staff was switched on and helpful), boys seem to have no idea about the service and the basics of customer service smoking room is terrible , if you provide one then make it comfortable for the guests, it was like a dungeon of death ..

Otherwise I’d stay again in...