Hotel New Grand — Hotel in Yokohama

Japanese are masters of attention to details . However this place is the exact opposite of the good quality of Japanese culture and management. I am utterly disappointed with the hotel. Non Japanese speakers beware 95% of staff here could not hold a simple conversation to establish any constructive form of two way communication. The way I see it, this place primary cater for its domestic market. My first impression was good as my receptionist was excellent in helping me check in and assist me to contact my previous hotel where I left my documentation and cash in the safe. Just 5 mins of entering my room trouble started. I was injured by the door bolt because the tip are so sharp that it leaves some cut on my right hand . The walkway was small and it really pose some real danger to kids that is the height of the bolt . Thank God I didn't have friends visiting me with kids that day! I gone to the front desk and feedback of this critical safety issue. How could the bolt be as sharp as a knife edge . I ask for the duty manager but I got a deputy director on duty that day. He spoke broken English and I'm trying my very best with my broken Japanese. He was apologetic in his typical Japanese demeanour . After walking back and I seriously illustrates the details, he end the whole charades by saying very sorry. In between I need Mr Google Translate to go back and forth. Mind you , this is a 5 star icon of Yokohama. The surrounding are great as Chinatown is right behind, 5 mins walk and the whole Yamashita park and bay is right across the main door. After 10pm it's a dead town , no late night eatery in the surrounding . Park is nice to chill at night no doubt. The hotel have it's history and no doubt very grand. However it's an empty shell trying to live on it's legacy. Had dinner at their sub par high end cafe. That's another review. At night I called the front desk to enquire tomorrow breakfast menu as there where 2 location to choose from . Totally missing the point, I end up not having any answer due to their lack of command of the English language . I was so disappointed by that kind of service, I totally skip breakfast as a whole. Room are rather warm at night, I end up opening the window to allow the cold winter breeze to chill me to sleep. At checkout, I was ask again about my hand and I bluntly with displeasure told them it was a bad experience. They put up their best poker face. Two weeks have pass no apology letter, no service recovery was made by the hotel when their patron was injured due to their mistake .I bet Jiro Osaragi will turn in his grave when he know his beloved hotel service was deteriorated till this state. By contrast, at Haneda the waitress of a restaurant had ordered for me a wrong meal. She was so apologetic that she offer to pay my dinner. I stop her from doing so but was very touched by her warm gesture. Hotel New Grand on the other hand was like the relentless cold winter sea breezes...

It’s been over a year since our family of four travelled to Yokohama due to COVID. We were quite impressed with the lobby and friendly service upon arrival. Check-in at 2pm is nice and allows time to check out the city and eat your way through Chinatown (couple minutes walk!). ||It was our children’s nap time so we got settled into the room. In Japan there are hotels at which the a/c only blows warm/hot air during the winter months. We’ve been through this once before at a hotel in Karuizawa and had a horrible night’s sleep. After almost 2 hours of not being able to nap and the kids getting cranky due to the heated stuffiness of the room, we decided to just check out, cut our trip short to return home, and likely eat the cost of the room. ||However upon hearing of our wish to check out, the front desk was more than accommodating and offered two separate rooms to choose from - both with actual cool air conditioning. Deputy Director Mr. Takaki Seto especially was beyond helpful and understanding of the need for our two small children to be comfortable. The new room was perfect and the a/c worked great. ||After the nice stay on the day of check-out, we were about to leave our room, but my wife discovered she had misplaced a very important sentimental ring. We spent an hour looking in the room for it to no avail. Our son had the brilliant idea to check the other room we were in for the two hours the day before. Mr. Takaki Seto not only let us back in the room but personally helped us search for 20 minutes. When we couldn’t find it, he called the front desk to check if the cleaning staff had found anything. They had! Only in Japan. The irreplaceable ring was returned. We gave our effusive apologies to Mr. Takaki Seto for his troubles yet he apologized for our worry. His kindness was amazing and we thank him again.||Can’t say enough great things about the quality of hotel and the superb location. More importantly, the staff went well above and beyond. 5/5 and would...

🛏️ We spent a memorable Christmas Eve at Hotel New Grand, a timeless heritage hotel that has been welcoming guests since 1927. With its storied history and reputation for excellence, it’s no surprise that legends like General MacArthur and Charlie Chaplin have stayed here. The hotel is perfectly situated by the seaside, offering breathtaking panoramic views of Yokohama Bay Bridge, Osanbashi Pier, and the sparkling night lights of Minato Mirai.

The moment we arrived, we were impressed by the hotel’s elegance and old-world charm. Despite its age, the property is beautifully maintained, with a seamless blend of classic architecture and modern comforts. Our room was spacious and incredibly comfortable, with thoughtful details that made our stay even more enjoyable. Waking up to the view of Yokohama Bay was an experience we won’t soon forget.

Our children loved exploring the hotel, from its grand lobby to the festive holiday decorations that made Christmas Eve feel extra special. The service was impeccable, with the staff going above and beyond to ensure our stay was perfect. Their warmth and hospitality truly made a difference, making us feel welcome and well cared for.

For anyone planning a stay in Yokohama, Hotel New Grand is a fantastic choice, especially if you appreciate luxury, history, and stunning views. It’s a place where you can experience the rich past of Yokohama while enjoying modern amenities and excellent service. Our Christmas Eve there was magical, and we can’t wait to...