Mesm Tokyo, Autograph Collection

We chose this hotel to celebrate our wedding anniversary. As a Marriott Bonvoy Platinum Elite member, I found the overall experience somewhat subpar for a hotel of this category. The room upgrade was limited to only one category higher, and the room was not even on a higher floor. While I understand that upgrades depend on availability, it did not feel like a particularly meaningful Platinum Elite benefit. The anniversary welcome amenity was also very modest: two strawberries and two grapes, without a handwritten card or personal message. Before arriving, I ordered a whole cake from Ginza Matsuya and handed it directly to the front desk employee during check-in. However, I was not given a receipt or any written confirmation that the hotel had accepted it. Later that evening, after returning from our Tokyo Bay night cruise, my husband and I wanted to enjoy the cake together. When I asked for it, the male front desk employee initially said that he could not find it. What concerned me most was the way the situation was handled. He appeared impatient and spoke in a tone that made me feel as though he doubted whether I had actually handed over a cake. I explained that I had given it to another employee during check-in, but he simply responded coldly, “Please wait and let me check.” When a hotel temporarily cannot locate an item entrusted to its staff, I would expect the employee to acknowledge the concern, reassure the guest, and apologize for the confusion. Instead, his response created unnecessary anxiety during what was supposed to be a special anniversary evening. I had also brought an expensive box of Belgian chocolates as a gift for the hotel team. The employee who checked us in thanked me, but the rest of the team seemed unaware of it, which suggested that communication among the staff could have been better. I did not expect special treatment simply because I brought a gift. However, considering that we had chosen the hotel for our anniversary and that I am a Platinum Elite member, the overall recognition felt rather impersonal: a limited room upgrade, two strawberries, two grapes, and no handwritten anniversary message. The gym experience could also have been managed better. Some guests occupied several dumbbells at the same time, making it difficult for others to use the equipment. No staff member appeared to monitor the situation or remind guests to follow basic gym etiquette. More generally, several interactions with the front desk staff and the male restaurant staff felt cold and overly procedural. The service was not necessarily rude, but it often lacked warmth and personal engagement. At times, the staff came across as robotic rather than genuinely hospitable. During checkout, I was also asked several personal questions about my racial background and where I was originally from. I found these questions intrusive and unrelated to the checkout process. I was left wondering why this information was considered necessary. Overall, the stay was acceptable, but the service and recognition were below what I expected from a Marriott property of this level. The main issue was not simply the limited upgrade or modest welcome amenity, but the lack of warmth, communication, reassurance, and personal attention throughout the stay. My husband and I had chosen this hotel for an important personal occasion. While the stay was not terrible, it did not feel especially welcoming or memorable, and the overall experience was somewhat subpar.

I had high expectations given the price we paid, but this hotel was a huge disappointment and offered very poor value for money. * Basic amenities: No toothbrushes were provided. The hotel claims this is for “sustainability,” but it felt more like an excuse to cut costs rather than maintain proper hotel standards. At this price point, providing basic toiletries should be the bare minimum. * Breakfast confusion: During check-in, we were explicitly told that breakfast was included. However, we were later charged for it. We had to go back and forth with the staff, who eventually said they would verify the issue and get back to us—but they never did. Very poor communication and customer service. * Breakfast service: At the start of the breakfast staff were attentive and regularly cleared dirty plates. However, once the restaurant became busy and there was a queue forming outside, the service noticeably changed. Our table was no longer cleared, and it felt like the staff intentionally made diners uncomfortable to encourage them to leave quickly for table turnover. It came across as rude and unprofessional. * Housekeeping: Housekeeping was excellent on the first day, but the second day’s service was noticeably poorer. The room was cleaned carelessly and felt rushed, showing a lack of consistency. * Food quality: The food was incredibly average considering the hotel’s reputation and pricing. It prioritises presentation and gimmicks over taste or quality. I’d strongly recommend spending your money at restaurants elsewhere instead. Overall, this hotel is significantly overpriced for what it offers. Aside from the high price tag, there was nothing particularly memorable or exceptional about the experience. Between the inconsistent service, poor communication, average food, and lack of basic amenities, I wouldn’t stay here again or recommend it to anyone looking for value.

This was our second time staying at Mesm, but our first time with a child (infant). The staff was friendly as always, and the food is great. I’m pretty sure I was in the exact same room as the first time we traveled here, and I have no complaints. The views are excellent, it’s quiet, and the rooms are comfortable. We love the location. It manages to feel quiet and isolated, while being a short walk to everything you need. Train access is easy, and Ginza/restaurants are easy to walk to. Will definitely return again.

Mesm is a beautiful hotel with exceptional attention to detail. Example: check out the literal book of bathroom amenities in your guest room or how the elevator lights resemble bamboo. Beautiful! We used our Titanium upgrade to the suite and that was a treat. I love city scapes and watching the sunset with the Tokyo skyscrapers was gorgeous. Even from the lobby bar/restaurant, the views are fantastic. I think the location is fine. That said - this was staycation as we live less than an hour from Tokyo, but had events in Odaiba during our stay. So for this purpose, the location was great! If you are tourists, note that this location is not as central to many touristy spots, but that’s not essentially a bad thing! Just know your stations when choosing a location. I thought service was very attentive aside from checking in where we waited on the couches for about 20 minutes while another couple was slowly checked in. Perhaps a complication with their reservation? Anyhow, we were in no rush, so it wasn’t a big deal. We found plenty of dining near-by and of course, the Family Mart was close. If you’re looking for some luxury under the Marriott name, Mesm is an excellent option! However, Note: No club lounge for Platinum/Titanium.