"The hotel itself is impressive, and the reception area is genuinely beautiful. Rooms are a good size for Tokyo standards and noticeably more spacious than APA hotels.
Unfortunately, our experience with the airport shuttle and staff support was very poor. We arrived at reception at 5:30am for the 5:45am shuttle, only to be told it was already full. The next available shuttle was not until 6:45am, which would have made us miss our flight. There was no meaningful assistance offered to help resolve the situation, such as arranging alternative transport or offering any form of support.
Communication was also very difficult due to limited English, which made it hard to understand what options we had. When we asked for help, the response felt dismissive and unhelpful, and we were left to sort out our own transport. We ended up paying £20 for a very short Uber ride to the airport, with no support from the hotel despite the shuttle being advertised as a key amenity.
We also left unsure what time we should have arrived in order to actually secure a seat on the shuttle, as this was not explained clearly in advance.
Overall, while the hotel facilities themselves are strong, the lack of effective communication and support during an urgent travel situation significantly impacted our experience and caused unnecessary stress."
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