Rated 3.8 out of 5 by 43
Rated 1.0 out of 5.0 by ozon A hotel that delivers very little, charges a lot and shrugs off your criticism and complaints
As members of the Intercontinental Hotels Ambassador programme, my partner and I were lucky to stay at some amazing – in terms of design and service – Intercontinental properties. Our 6-day stay at Intercontinental Tokyo Bay was amazing but for entirely different reasons: poor design, poor service and poor attempts to make things right.
Having booked a Club level room, we received a corner room upon arrival, which though not the smallest and appearing to have been renovated recently, was so poorly lit that extra lamps were brought. It was cluttered with a trouser press by one side of the bed and a dehumidifier on the other - since the air conditioning unit did not seem to be able to cope. The room was hardly luxurious, but instead cluttered and dark. Although renovated, the room still featured old cupboards, an old safe (which would not accommodate a laptop), no iron/ironing board or umbrellas, and a coffee machine with no decaffeinated coffee or milk.
Instead of automatically operated curtains, we had to climb over pieces of furniture to be able to pull open and close the curtains.
The bathroom was equally badly designed - where to reach for a hand towel, one needs to turn, step away from the sink, reach over and behind the toilet as all the towel rails are fixed behind the toilet.
Instead of the attention and care at the Club lounge, we were faced with members of lounge staff who other than upon entering the lounge, would not speak to you unless you address them first, would not offer any assistance with making a cup of coffee or tea, a drink refill, or any other sign of attention or care.
Instead of the usual immaculately ironed linen serviettes, the hotel provides paper napkins - both in the lounge and downstairs at the restaurant. Again, whilst this may appear to be a small detail, however it is such things that define a luxury experience.
The quality of breakfast in both the Club lounge and at the main hotel restaurant was the poorest we experienced at any InterContinental Hotel. The photographs attached show the selection of cold cuts and bread at the main hotel restaurant. There was no muesli, granary bread, or daily smoothie; though there was smoked salmon available, there were no cappers, or the usual condiments one would expect. There were no fresh flowers or decoration on the tables, only plasticized advertising for car-hire and lunch/ diner buffets. The restaurant experience at breakfast was little better than a works canteen; the words 'luxury', 'premium', 'comfort', 'care' - cannot be used to describe what was on offer; the words 'shabby', 'poor', 'substandard', 'low quality', 'poor training' could.
We relayed my concerns in a letter addressed to the hotel's General Manager, who in spite of us staying at the property for 6-nights, was “unavailable” to comment. We were subsequently offered a non-renovated room (no coffee machine, old bed), which was larger and which we accepted.
The hotel offers no evening turn down service.
Upon checking out, I was charged a higher rate than originally booked, which I only realized a few days later once the charge appeared on my credit card statement. This resulted in having to contact Intercontinental Ambassador services to get their help to get things right. The hotel refunded the incorrect amount and then charged the correct amount - a process, which took about a week and a lengthy exchange of emails. No discount or reduction in the rate was offered to compensate for the overall experience described above.
Intercontinental Tokyo Bay offers little in terms of luxury, care, quality, comfort and customer attention - values which underlie the Intercontinental brand. I will not return to this property and will not recommend it. I also wonder to what extent Intercontinental Hotel group monitors compliance of its franchised properties with a set of minimum standards, so that their customers can make more informed decisions on which hotels to book in future.
19 August 2014
Rated 5.0 out of 5.0 by DBCulprit All around great experience
One of the best hotels i have stayed in. I would recommend this hotel to anyone visiting anywhere.
18 August 2014
Rated 4.0 out of 5.0 by sunariyo the price book by IHG and the payment is different price
so good that the price so different in the pricelist which we used to book in IHG and the bill coming is different.
stay at this hotel must recheck again the bill
09 August 2014
Rated 5.0 out of 5.0 by lizburn great hotel
very nice hotel but could do with a proper bar area
07 August 2014
Rated 4.0 out of 5.0 by MarcoPolo66 A great option in Tokyo
A real 5 stars hotel, with almost direct access to the Yurikamome, and very near to JR and metro stations. If you reserve in advance, you can get a very competitive rate in this great hotel.
06 August 2014
Rated 3.0 out of 5.0 by Star168 Not an environmentally friendly hotel
With all the environmental turmoil after the nuclear disaster, the whole of Japan is embarking on energy saving and environmental protection effort. I am surprised that this hotel does not have a practice that puts a tag in the bed room and bathroom to give the guests a choice of whether they want to change their bedsheets and towels. They just changed everything everyday by default. I only made a 3 day stay and I only change my sheets once in 2 weeks and my towels once every 3 days or so. Why does the hotel have to change everything everyday?!! Spare some thoughts for the environment please!!
I asked to contact the hotel manager but all they gave me was a general inquiry email address. Looks like Royal Ambassador guest means nothing to their management.
The air-conditioning in the room is not adjustable. The adjustment panel does not do anything.
05 August 2014
Rated 5.0 out of 5.0 by Nerddiodaddio Great location, easy access and comfortable room
I am returning to this hotel for its location and easy access to public transport to visit my clients.
The rooms are very comfortable and well equipped for the business traveller.
The hotel lacks in seating arrangement in the lobby and the lounge has limited hours and the decor is awkward.
But overall, a nice hotel with a wide range of dining options.
21 July 2014
Rated 5.0 out of 5.0 by crp5021 入住感受
15 July 2014