The Tokyo EDITION, Toranomon — Hotel in Tokyo

Unique and luxurious boutique hotel, with a buzzy vibe and eye-catching ambiance. The views of the Tokyo Tower will stun locals and visitors alike, and the modern amenities and room appointments will suit even the most fastidious of travelers. Opened in October 2020, the spaces still feel especially fresh and new - and the mix of customers ranges from hip scene-hunting locals and influencers, to families looking for a high-end experience all around. If you read no further, know this is a must-stay hotel in Tokyo. It was a cheekier version of The RC - approachable but luxe.

My family and I stayed just two nights, over the New Years holiday week - looking for a special “staycation” experience in our hometown.

Wow. The Edition’s beautiful lobby embodies the exact words of it’s architect: a frame of nature. I’ve never seen such a space! The bountiful foliage is expertly maintained, and each unique seating area is exquisitely designed (from furs/pillows/blankets on couches, to rich wood tables with intricate tealights and flowers - like you’ve just walked into a wealthy friend’s insanely decorated home.) The maintenance alone of this space is proof that the operations team is on their game. Walk closer to the window and you’ll recognize why everyone has their camera out - the Tokyo Bay and Tower just a few blocks away are mesmerizing. While check-in was slower than expected, the team working the front desk and lobby were beyond polite and helpful.

The rooms are modern, spacious - and white. All elevating the experience to feel fresh, new, and like you’re the first person to use the space. The elegant wood paneling evokes Japanese design mixed with some sexy function, allowing you to peek between the bathroom and sleeping areas. Le Labo NYC products are generous (and fragrant), and together weave the scent story of the entire hotel. We ordered room service (wine and dessert) and it was prompt, delicious, and it’s tough to deliver ice cream without it melting!

Our dinner the first night was set-up by the concierge at our request: yakiniku. Not only did this wonderful woman make calls on our behalf to obtain a reservation last minute, but she walked with us all the way to the street level from the hotel. I say this because this included at least 5 minutes outside, and in nearly 0 degree temperatures. Completely unnecessary, but so thoughtful to ensure we wouldn’t get lost on our way.

Breakfast service in the Blue Room was a delight. The service was attentive (our server had fresh coffees at the ready before we even asked), and thoughtful in presentation. A limited menu was executed perfectly, well-timed coursing and more than ample portions. In particular, the kids raved about their waffles and pancakes for days after (I feel like the fresh whipped cream may have been a positive factor). Glassware was intentionally selected, and my mimosa was served icy cold.

The pool is small, but beautifully maintained. It requires advance reservations (covid-related restriction), and it’s a popular amenity so do your best to book early! We were a little disappointed to learn of this fact after we were suited up and ready to swim, but when we brought this to the hotel’s attention directly - they were extremely apologetic and we had no further issues. Given the reservation system, you get the pool all to yourself once you arrive which turned out to be a lovely treat afterall.

The spa is exquisite. My husband and I booked shared services, and had a large room for his massage and my facial. A customary foot wash was performed prior to each service. Days later my skin still feels like perfection, and my husband couldn’t stop talking about his massage. We felt like the only guests in the spa at the time, even though I’m sure this wasn’t the case. We never once felt rushed or like we needed to do anything but fully relax and soak it all in.

I’ve spent years of my life in hotels, and can tell you that this one...

This is the worst experience I ever had in Japan. Since Japan reopen , My family and I decided to visit Japan again for 3 weeks…everything was nice during the travel until the last week we arrive tokyo and checked in Tokyo Edition…our nightmare start

Booking 1/7/2023 to 1/12/2023 Checked out early on 1/9/2023

Concierge / Bell Service

We requested a pick up services with the hotel from Tokyo Station and we understand there are some certain fee we need to pay however when the taxi drivers charged us 17000yen from Tokyo Station to Tokyo edition , which the meter show 4000yen total for 2 taxi. We thought what we paid is included your hotel handling fee. But we found out the amount we paid only for the taxi fare when we received the hotel receipt during the check out which they charged us 5000yen for service fee..

Room

The disappointed part is the cleanness of the room, the wall in the room hallway is very dirty, may be is white color wall but we not expect a dirty wall in our room of a world class hotel. The worst part of the cleanness is cause my son and my mother both have skin issues. And we found out both of them attacked by “Dust mites”. Specially my son full body skin allergy condition was cause by huge amount dust mite. We have no idea how dirty our room is to cause a huge amount of dust mite. We know the period we stay at the hotel was peak season and it may have something missing from house keeping but not an excuse to keep the room clean and up to 5 stars hotel standard.

Also The vent for the air in the room is not working, trying the request a tower fan with a 5 stars hotel and the answer is “NO” so we have not choice need to order a fan from Amazon to deliver next day . After we informed the front desk manager about the package will deliver next day, he informed us that have a tower fan can borrow to us which is the one they using it in their office?! And the manager is promised to pay us back how much we paid on the fan we ordered at amazon. However when we check out, the front desk never mention this promise to us

Service

Due to the room issues, we informed their Manager Connie Song , she told us can help us move to the other rooms… she make sure the rooms are clean but can’t guaranteed will have nothing to increase my son allergic reaction . Due to this situation, we told her we need to change to other hotel under Marriott - either Ritz- Carlton Tokyo or Prince Gallery Tokyo… due to we used our point to redeem the rooms in the Edition , so we told Ms Connie we would like to transfer our points to either the hotel allow us to use it for our remaining.

However the result from Ms Connie is Prince Gallery Tokyo have 2 rooms for us however we need to pay by ourselves as the redemption room already sold out… and they can’t pay for us because our rooms redeemed by points.

After discussed with my family, we decided move to Conrad Tokyo as the price is cheaper and we can have better benefits under my Diamond Status.

When we informed Ms Connie our decision, she promised

will full refund our points to us (total 648000 points for 2 rooms) with additional 100000 points Transportation fee from Tokyo Edition to Conrad Tokyo

But what happened is , all she promised never happened,

the hotel only refund the points of the period we haven’t stay Only arrange transportation for is but we need to pay on our end

Also Tokyo Edition never provide any medical care suggestions when we informed my family skin issues. Only the MD sent a email to my husband few days after , checking on us and ask do we need any medical help which we already back to USA… when we told the MD the problems and our requests , we found out Ms Connie gave the MD other story. How can customer feel comfortable and safe when the Manager not take responsibility of the words from her mouth….

I will not suggest anyone stay at this hotel if you want to have same...

unfortunately the Edition Tokyo lacks the professionalism one expects from a hotel of its class and cost.

I typically spend more than two thirds of the year in hotels. Although friends had warned me this new addition was not yet ready to host customers, as recent reviews suggested things were improving, I decided to give them a try. I made a reservation for one day, intending to extend if my caution proved unfounded. Let me explain why I didn’t.

How best to describe the room? Should I say it’s minimalist, or just that it feels simple and somewhat cheap?

The bathroom features a tub that’s surprisingly small - it’s a new experience having to curl up to fit into a short, narrow bath at a five star hotel. Amenities are limited to large bottles with accompanying warnings of an 8,000 yen ($72) charge if removed from the room like one might find in a cheap hotel (apart from the price).

The hallmark of any fine hotel is its standard of service and this unfortunately is where the Edition falls most short. We were looking forward to visiting the bar overlooking the Tokyo Tower. After being ignored for too long at the entrance we assumed that we should seat ourselves and chose a spot on a sofa. Straight away the staff came over to ask us who told us we could sit there as it’s reserved seating. So we moved to the bar counter. And once again are left alone. After finally being able to order, our beers are poured and ignored. When they are brought to us warmer and flatter than we were looking forward to they came with a warning that due to coronavirus restrictions, customers may only stay for 90 minutes.

During that time, no-one had offered us a seat and the space on the sofa we were removed from remained unoccupied the whole time. There was one large, boisterous group being well-attended to and staying beyond the prescribed limits who were clearly enjoying themselves though. It seems if you visit during afternoon tea service you must either order it or be prepared to be treated as an inconvenience.

Unfortunately the in-room dining experience is also let down by poor service. The ramen that arrived was totally soft. Worse though was that the curry and rice arrived without the rice. Anyone can make a mistake but it should not be much to ask for the staff to rectify expediently. Instead, by the time the rice arrived the curry was completely cold. In any half-decent restaurant, never mind a five-star hotel, in such circumstances a hot replacement dish would normally arrive.

Covid restrictions mean that if housekeeping bring something to your room they won’t enter. (Only the poor room service staff have to actually enter your room). Instead they’ll just hang it on the door. They won’t knock either and bearing in mind that everything here takes ten times longer than most hotels, you just have to keep checking until you find it has arrived.

Even the policy on answering the phone seems to be ‘leave it as long as possible to answer and hopefully the customer will go away’.

At breakfast in the morning, another inordinate wait. After a while we asked if might at least sit down at one of the many empty seats while we wait. Once again, a hard no from the staff. Seating seems to be some sort of privilege here that we clearly haven’t earned.

The Editions Tokyo would do well to remember that their clientele visits precisely because they wish to completely relax, enjoy fine food, service and ambience. Especially so in a city with such a well-deserved reputation for exemplary service and amazing food.

Unfortunately, after a day of generally being treated like an inconvenience, I left deciding to save my stays for the many, many better...