Ascott Marunouchi Tokyo

Good Thank you very much

Great location good service！

The uniqueness of this five-star hotel is that it offers unparalleled comfort and first-class service. Whether you are traveling for business or vacation, we can meet your needs here. I was impressed with the modern amenities and thoughtful details in the hotel room. What's more worth mentioning is that the hotel's waiters always maintained smiles and enthusiasm, which made me feel more cordial and warm. If you are looking for a quality five star hotel then this hotel is undoubtedly your best choice.

Good location with nice service

The location is good, about 8 mins walk to Tokyo Station. There are also many different metro lines that can reach the station near the hotel. However, the service overall is not as good as expected. We were requesting to get more bottles of water and got rejected for the amount requested (4 bottles and only gave us 2). The staff at the check in counter was not friendly neither.

We were looking forward to our stay in Ascott given its apartment style hotel rooms. Location is in a more office area but Tokyo station is about a 10min walk so not so bad. We previously stayed in Citadines in Osaka and both hotels are under the same group. Very convenient if you are traveling with kids for more than 3-5 days with kids. However, the hotel service was really really bad. First, finding the hotel is a bit tricky because the drive way is small but not impossible. Check in process was a bit weird, once we arrive at the hotel lobby (40 something floor) no one was there to greet. While waiting with 2 luggages and 2 toddlers check in people didn't even notice us and took 2 other guests instead which was really bad already. Then upon check in before even looking at our names or reservations number, the front office lady said our room is not ready. First, I completely understand if there is a time slot for check in but there was no sincerity at all. The lady name Chiharu was very unfriendly and kept asking for payments after payments... 1) hotel tax (understandable) 2) booking shows only 2 adults and 1 child so she demanded we pay the 1 child on the spot 3) extra bed had to be paid right away even though I asked to settle the bill later. On top of that after we turn from walking around since we cannot check in, we came back around 5pm with 2 tired kids and my wife and i were both holding our take out. Ms. Chiharu insisted on taking up payment instead of letting us settle first. She then insisted that I took the luggage trolley caused her stressed? There was no guidance and no one to help us all she did was roll our luggage out from storage and we thought we had to get our own luggage. After all that commotion and finally getting the keys she didn't even tell us where the elevator was and we had to ask another staff... After all this we did complain to the GM (Mr. Shin) who was only somewhat apologetic. He called later after I requested to check if a bigger room was available. Upon calling I did mention to him we didn't feel welcome and we might check out tomorrow to which his response was "Good".... During the check in process I also ask Ms. Chiharu if any 2 bedroom was available and without even checking she she the hotel was fully booked which is not the case since i checked their website and other traveling website showing there were space. The room was confirmed available later by Mr. Shin. This was really sad because the hotel is actually nice and comfortable but badly managed.