The Ritz-Carlton, Tokyo

スタッフの方々が大変親切で、心地よかったです。

Breakfast was a little monotonous.. The cold cuts were the same every day

Good and cozy place

RUBBISH, RUBBISH, RUBBISH. ゴミ、ゴミ、ゴミ。話にならない低レベルな対応。Only by repeating it three times can I even begin to fairly reflect the "service" at this hotel. The management of this property should be thoroughly embarrassed.

As my firm’s office is located within the same Tokyo Midtown complex, I have stayed at this hotel three times for a total of 15 days.

Across those stays, my experience has been absolute rubbish two-thirds of the time. The only reason my second visit was even tolerable was that the General Manager had to personally intervene to rectify the debacle of my first stay. Clearly, that "fix" was a fluke; this third stay in March represented a total return to systemic incompetence.

The hallmark of the Ritz-Carlton flagship brand is supposed to be the removal of friction. Instead, your team seems dedicated to creating it. As a Marriott Elite member of 13 years, my 4:00 PM late checkout is a guaranteed contractual benefit, not a favor. Despite this, your staff had the audacity to ask me to "downgrade" to a smaller room on my final day to solve their own internal scheduling mess. The excuse provided—that my specific room was "assigned to another guest"—is insulting logic for a hotel with numerous identical room types. Out of courtesy, and a desire to avoid a confrontational conversation, I agreed to consider the move. Your team promised to "keep me updated." They then went absolutely dead silent.

I was forced to follow up four separate times over the final days of my stay. Each interaction was more pathetic than the last:

Wednesday Night (2 days before CO): Two days before departure, a staff member informed me there was "no record" of my situation. He had the gall to be rude, implying that because no one had called me, I should simply expect no late checkout. I instructed him not to presume, but to actually investigate and report back. He promised a callback; he failed to deliver.

The Managerial Lapse - Thursday night: I was forced to repeat the entire saga to a Front Desk Manager for a fourth time. His response was a bewildered, "Oh, sorry, we have no such records. But I am concerned, and I will check and get back to you.

It is truly exhausting when a guest has to spend their billable time managing a hotel’s staff for them. I eventually checked out at 10:00 AM—not because I had to, but because the mental tax of dealing with your inept team was higher than the value of the stay.

The follow-up email from FDM was a transparent exercise in corporate gaslighting. They couldn't even manage to spell my surname correctly, and the claim that the team "intended" to check on the day of departure is a blatant fabrication designed to cover up five consecutive days of ignored inquiries. In a high-stakes professional environment, "intention" is not a substitute for execution; we call this a failing grade.

Between the front office’s inability to maintain a basic phone log and the shambolic, understaffed breakfast service, you are charging Ritz-Carlton prices for a service model that wouldn't survive at a mid-tier Courtyard.

To the General Manager: You are currently trading solely on your postcode. Your team’s behavior is disorganized, dismissive, and frankly, beneath the brand. I stayed here for the location; I am leaving because your management is an operational failure. I will be advising our firm’s travel coordinator to prioritize more competent alternatives in the neighborhood.

Given a very nice room with Mt Fuji views through large windows. Big comfortable bed, a sofa in the window and a separate chair, two large wardrobes, fridge (minibar), kettle etc. Large bathroom with two washbasins, separate shower (very good) and separate (old style) Toto. Decor a little dated with lots of dark wood. WiFi good and lots of power points.
Club Lounge quite busy, but excellent food and drinks. Hot food included beef, grilled salmon, shabu shabu etc. and lunches included beef rolls, cheese and ham sandwiches etc.

For our 40th wedding anniversary we chose the Ritz Carlton Tokyo for our special celebration and we wouldn’t have gone anywhere else. The “Grande Dame” of Tokyo continues to exude quiet elegance and luxury without needing to be flashy and ultra modern. If you like class, elegance, a melange of traditional Japanese elegance and western luxury, then the RC is for you. We love it here and everything about it is exceptional.

This time we booked a club access lounge room to celebrate our special time and we loved it. We checked in downstairs with agent, Kita, and she was so so kind. She understood the importance of comfort for us as we are 3 adults in same family and she kindly upgraded us to a larger room on the 52nd floor which we appreciated so much. As a Gold Bonvoy Elite member, this property really values and recognize all level of elite members for loyalty and repeat visits. We were gifted a welcome gift and the hotel management even sent up a bottle of champagne, strawberries, and chocolates to celebrate our 40th anniversary. Management knows how to spoil and indulge its guests and we thank you. How special is that when they value repeat guests and their loyalty to the property and the brand. The hotel general manager, Mr. H. even took time out of his busy schedule to personally come to the club lounge to wish us a happy 40th anniversary! How remarkable is that! We appreciate Mr. H. so very much!

The club lounge has 5 food presentations daily and the selection changes daily. The food is very healthy with no deep fried foods and lots of vegetables, salads, proteins, desserts, and top shelf alcohol. Their Brut champagne is from Epernay France and it is yummy. Service as usual is impeccable and they treat each of their guest like a VIP. For their afternoon tea time, i did find their savouries very different and it wasn’t to our taste but their sweets were very delicious and not overly sweet. For lunch, one day we had the most tender wagyu beef cutlet sandwiches cut up into very dainty bite sizes and they were delicious. There is always a healthy soup at lunch like tomato bisque one day and quinoa kale with a hint of cumin. For breakfasts, one day we had the omelet of the day that was extremely fluffy with a braised red wine beef short rib sauce, and the most delicious waffle croissant with whip cream, strawberry compote and pure maple syrup. What is good is that we can ask the chef to make a smaller portion for us so we do not waste the food.
One day for the dinner presentation, the highlight was wagyu beef tenderloin was served along with truffle oil mashed potatoes and a creamy mild horseradish sauce.
The Club lounge service is impeccable and a special shout out goes out to Harmant and Kasper who were always attentive, helpful, and personable. Thank you to these 2 special gentlemen for making our lounge experience so welcoming. All the club lounge staff are quite amazing!

My favorite part of the hotel is the swimming pool and spa experience with a steam room, dry sauna, hot onsen pool, cold plunge pool for both the women exclusively and the men exclusively. For the hot onsen and the cold plunge pool, no bathing suits allowed as we need to be naked. It does take a little getting used to especially for North Americans like myself. The pool is large and it also has a communal hot tub for both sexes to use with bathing suits on. The spa captain, Ikeya, whom I remember each time we visit the hotel even congratulated us on our 40th anniversary by gifting us face masks and tea. We so appreciate his kindness and like I say, the staff at the Ritz Tokyo is unbeatable.

We like to thank Mr. H and all his staff for helping us celebrate our 40th anniversary as we had such an enjoyable and unforgettable stay. With appreciation from the bottom of our hearts.

サービスが良かった

I have just checked into The Ritz-Carlton, Tokyo and I’m so happy I chose this hotel for my 4 night stay.

This is a very last-minute trip. I was supposed to be going to Dubai on my way home, but my flight from Singapore was cancelled, so I decided to visit Japan as a detour.

First of all, the staff. Everyone has been incredibly friendly and kind. The ladies at the front desk couldn’t have been more helpful. Keep in mind they are speaking English with me and it’s not their first language, yet they still go out of their way to help in any way they can.

It’s International Women’s Day today, and I was given some flowers. Such a thoughtful and kind gesture.

The room is large and spacious, and traditional in style. In terms of toiletries, they’ve thought of everything. The shower has great temperature and pressure.

I can’t wait to try breakfast over the next few mornings—I already have a feeling it’s going to be great.

The complimentary snack box in the room was delicious… I’ve already finished it. I only wish there were more!

All in all, this is the perfect hotel and it truly lives up to The Ritz-Carlton brand.

Everything it really is amazing

Here’s a polished version of your review that keeps your enthusiasm while making it flow beautifully:

⸻

We stayed for three nights in a Club Suite with full access to the Club Lounge, and I can honestly say this was the best experience we’ve ever had. We regularly book Club Suites when we travel, but this stay truly stood out.

From the moment we arrived, everything was flawless. The Japanese culture of politeness and warmth is always special, but the staff in the Club Lounge were absolutely exemplary. Nothing was ever too much trouble — every request was handled with genuine care, efficiency, and a smile.

A special mention must go to the Club Lounge Manager, Shunpei Oya, who went above and beyond on the day of our departure to ensure everything went smoothly. His attention to detail and commitment to guest satisfaction made a lasting impression on us.

The food offerings in the lounge were excellent throughout our stay — beautifully presented, varied, and consistently delicious. Every aspect of the experience felt thoughtful and refined.

I cannot say enough about how exceptional everything was. We highly recommend this hotel and look forward to returning.

Absolutely the BEST in Tokyo, knowing how excellent service is everywhere in Tokyo The Ritz Carlton truly sets a new standard- the personalized service from check in to recognizing my son’s birthday are truly appreciated. Thanks to all the Ladies and Gentlemen of The Ritz Carlton Tokyo