Name: Four Seasons Hotel Tokyo at Marunouchi
Address: Tokyo, Japan
Rating: 9.5

China

Macau

Hangzhou

Japan

Tokyo

Indonesia

Bali

United Arab Emirates

Dubai

United States

New York

Having stayed here multiple times, I already know and choose Four Seasons for its many advantages. The female staff member who helped us with the free shuttle from the ferry terminal, Ms. Kelly who made a great first impression and was incredibly kind from check-in, and Ms. Ka who, after hearing me mumble ”it's cold” to myself when entering the breakfast restaurant, brought a shawl to my table – these were truly touching moments. Plus, she spoke Korean quite well!  Not a single staff member, whether in the sauna or anywhere else, was anything but friendly.  Because of this, I'd rate it even higher than its excellent sauna, swimming pool, and delicious breakfast restaurant. It's a place I happily return to again and again. I'll be back soon! Oh, and I'm hoping for some changes to the room service menu. Haha.

This time, our family of three, including our child, came to Hangzhou and stayed at the Four Seasons. I was initially worried that during the National Day holiday, with the hotel likely fully booked, there might be some minor inconveniences. However, the stay turned out to be such a pleasant surprise that it compelled me to earnestly write a positive review for the Four Seasons early this morning!

First and foremost, I have to praise the service! The service was truly the best I've experienced in all my years of staying at five-star hotels, absolutely unparalleled. It didn't waver in the slightest due to the National Day crowds. They were especially wonderful with children – from the concierge, housekeeping, and spa staff to the breakfast servers, everyone was gentle, attentive, and incredibly enthusiastic. They were able to meet all our requests and even happily chatted with our child.

Next, let's talk about the room details: The room layout at this Four Seasons does feel a bit cramped. Although it's 63 square meters and has all the functional areas, the flow or overall design made it feel a little tight. The toiletries were just average. However, the room was incredibly clean, even the hangers in the wardrobe were spotless. They cleaned the room twice a day, so whether we came back for a nap or after dinner, the room was always neat and tidy!

Breakfast: Perhaps it's my preference for Western-style food, but the variety at the Four Seasons breakfast perfectly suited my needs. The dishes were updated daily, and the pastries were exceptionally exquisite and thoughtfully prepared. The dining area is beautiful but not very large. During the National Day period, going down around 8:30 AM might mean a wait of 1-2 tables. There aren't many seats in the main breakfast area, so it extends into the lobby bar, but I actually found the lobby bar area quite lovely as well.

Spa: I also tried the spa this time. The environment was excellent, and the staff were very professional and gentle. They recommended a suitable treatment, and the whole process was super relaxing.

Pool: Since it had been raining these past few days, while I was at the spa, my husband took our child to the pool! The pool was incredibly clean, with plenty of seating in the relaxation area. The main pool is 1.2m deep, and there's also a small heated bubble pool, which is very child-friendly.

In summary, the overall experience was perfect – truly the kind of place we will definitely return to!

The service was attentive and thorough throughout my stay. Check-in was a comfortable experience, and the staff were very enthusiastic and accommodating. After dining at the Jinsha Restaurant, I wanted to feed the fish, and to my surprise, they had small portions of fish food available in the lobby – a really nice touch! The garden view is beautiful. A few minor issues: there were quite a few mosquitoes, and the quality of the hotel's paper bag handles was a bit poor. I hope these can be improved.

I especially want to praise the hotel's travel photography service. There are so many picturesque spots within the garden, with beautiful scenes at every turn. The photographer was excellent at finding angles and guiding poses; I didn't have to force any poses, and the raw photos already looked fantastic. The new Chinese aesthetic was perfectly captured, and I ended up with many stunning photos.

Four Seasons Hotel Tokyo at Otemachi | A Stay with Both Excitement and Disappointment

When I chose the Four Seasons Tokyo at Otemachi, I was incredibly excited – in my mind, Japan represents the pinnacle of service, and the Tokyo Four Seasons should be the benchmark. However, this stay made me rethink the meaning of “top-tier.”

First, the highlights:

*   The staff, from reception to management, were genuinely warm and enthusiastic, and their English proficiency was excellent for Japan.
*   The room amenities, bedding, and cleanliness were all top-notch. The welcome gift was particularly thoughtful – a Tokyo Tower jigsaw puzzle cookie with Mount Fuji in the background, a delightful surprise.
*   The room cleaning was very thorough and meticulous. A convenience store and subway station were right downstairs, and the area around the Imperial Palace was quiet and convenient.

However, the problems were equally prominent, largely concentrated in the two core aspects: “sleep” and “dining.”

Regarding “Sleep” – Noise and Room Assignment Flaws
I specifically requested an Imperial Palace view room and was assigned room 3803. Although the view was partially obstructed by a helipad, it was acceptable. However, at 5:30 AM the next day, loud banging noises started coming from upstairs. After complaining, I learned it was due to weights being dropped in the gym. Even more frustrating, at exactly 9 AM, the doorbell rang – a cleaning staff member who didn't speak English wanted to enter to clean the room. I have never had my doorbell rung to rush cleaning during a stay, and the promised “seamless service” was completely gone.

The duty manager was very polite, admitted the noise was not an isolated incident, and proactively offered a room change. But at 5:36 AM the next day, the loud noises woke me up again. It then dawned on me: if the hotel knew about the noise issue with this room type, why didn't they ask if I minded when I checked in? Why was it specifically assigned to a Chinese family with children? This “侥幸” (chance-taking/luck-testing) attitude was disheartening.

Regarding “Dining” – Michelin Restaurant Denies Children, Hair in Room Service Food
A big reason for choosing the Otemachi Four Seasons was its Michelin-starred French restaurant, saving us the hassle of going out. However, when trying to book at the front desk, we were told they don't accommodate children under 12, dashing our hopes. We then ordered room service. The delivery was quick, and the menu was well-illustrated, but I found a hair in my food – in Japan, at the Four Seasons, this was simply unacceptable. After multiple complaints, management waived the dining charges. Their attitude was polite, but the speed and solution compared to similar-level hotels domestically were not superior, and the complaint process was quite convoluted.

Other details:
The duvet cover and duvet easily separated, leading to an uncomfortable sleep. The TV only had one Chinese channel, and most programs were in Japanese. For transportation, the entrance was somewhat hidden, requiring concierge assistance for taxis.

Summary:
The Four Seasons’ service etiquette was impeccable, but the fundamental aspects of a quality hotel – “sleeping well” and “eating well” – were not met. Especially the failure to disclose the known noise problem beforehand raises questions about management’s customer care. Sincerity might be in the attitude, but it should be more profoundly reflected in processes and details. I hope my experience provides a reference for other travelers, and I look forward to genuine improvements from the hotel.

I've stayed at several luxury/5 star hotels in Tokyo and Four Seasons at Marunouchi is a very rare hotel that impressed me with their service. 10/10 would recommend this to friends visiting Tokyo for a holiday. 
I filled up the arrival details form before my flight. I was arriving in Tokyo on a red-eyed flight and was planning to reach the hotel at about 10am to deposit my luggage and walk around before I could check in. But when I was at the airport at 8am I received an email informing me that my room was ready. I wondered if it really was as this is the first time I ever received this personalised notification. But true enough when I arrived I was brought to the lobby sofa to have a seat and was offered a glass of wine. Thereafter a staff brought me to my room to do my check in in the room itself which I thought was nice since I wouldn't need to stand at the counter. The staff also showed me around the room during check in which also included some mandarin oranges and a handwritten card which I appreciate. I was also introduced to the hotel's various message apps with the staff which I used to enquire about breakfast, spa and taxis - I found this really convenient, other hotels do not have this service. The staff who checked me in also offered to add to my personalized profile about my usual request for extra bathroom towels. He also asked whether he could recommend any itineraries for me which I appreciate. The staff at the lobby secured taxis for me to nearby attractions and also my dinner restaurant at the exact timing I needed - the taxi was already waiting when I arrived downstairs, I really appreciated that.
The hotel room was excellent - very modern furnishings and clean room with everything you'd need. The breakfast was good quality though I wished the buffet had more options, it was quite limited considering the price. There were main dishes that you could add but they were at an extra charge. The hotel was also at a very good location in Ginza near the shopping district and also Tokyo station. But too bad the views were nothing special. 
Overall the best hotel in terms of service in Tokyo. Would definitely recommend this hotel to friends. I wish I had gotten the names of the staff to compliment them.

Four Seasons

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