Shangri-la Tokyo

So far it’s one of the worst hotel experiences I’ve ever had. We arrived with a late flight and had booked a $1200 a night room. Once we checked it, we noticed it smelled like an old taxi, with a lot of cigarette smoke. The reception had earlier told us that it was the best room available. Clearly they had other guests complaining because they admitted they put us on a smoking floor and then offered a better room higher up, even though they claimed we already had the best room available. By then our daughter was hungry and they recommended a restaurant that’s open until 11 and accepts children. We spent 20 minutes to find it only to be told it closed at 10 and won’t allow children under 12. When we got back to the hotel they didn’t even apologize and offered in room dining. We’ve just spent 20 hours travelling and really don’t want to sit in a room. Oh, and those free teddy bears for kids other reviews mention? They cost $75 and even the activity kit was only offered once we asked for it. I would never recommend this hotel for non-smokers or families. What terrible service.

As a longtime Shangri-La admirer, I truly enjoyed my two-night stay, which seamlessly blended timeless heritage with modern comforts. Check-in at the Horizon Club was smooth, and the team displayed impressive professionalism throughout. Highlights included the breakfast and evening cocktail offerings at the lounge, exceptional service and products at Chi, The Spa, spotless room cleanliness with great shower water pressure, and the comforting hum of Tokyo Station below. However, an interaction during breakfast at the Horizon Club was a clear exception. A specific staff member disregarded basic boundaries—encroaching on my space, rushing me through the menu, and maintaining an overly familiar tone despite clear signals. This stood in sharp contrast to her colleagues, though I appreciate that management addressed my feedback with care. Overall, it was still a great stay thanks to the rest of the staff, and I look forward to returning.

Stayed here for three nights in September. What I'll remember most is the staff. Rebika Lama at breakfast in Piacere was so kind to us. She took a genuine interest in us, chatted with us every morning, and went out of her way to make us feel comfortable. We had just come off a long trip and were tired, and she made the morning easy. If you see her, you're in good hands. The location is about as close to Tokyo Station as you can get, one minute from the Nihombashi exit. Fair warning: the station is a maze the first time, and we got lost with our luggage in the rain. Once you know the route (Yaesu North gate, walk toward Daimaru, turn left, go straight to the Nihombashi exit) it takes five minutes and you're indoors almost the whole way. The hotel has a photo guide on its website. Look at it before you arrive. Breakfast was genuinely good — the Japanese side dishes stood out, the black cod and the salmon especially, and there's a buffet if you'd rather graze. The room was quiet, and the view was spectacular: looking down on Tokyo Station and the Marunouchi skyline felt like watching a live diorama. The room lives up to five stars and then some — it was the small details that put it a notch above its class. The generous welcome snacks, the spotless finish, and the bath were all more than we expected. Would stay again.

We had a wonderful stay at Shangri-La Tokyo. The twin room was very spacious and gave our family of four plenty of room to relax, which is not always easy to find in Tokyo. The beds were very comfortable, and since my kids are getting older, I really appreciated having the option of a rollaway bed to make the sleeping arrangement more comfortable for everyone. What made our stay especially memorable was the excellent service. I would particularly like to thank the front desk staff member who assisted us when we checked in. I had some concerns about the member booking rate, and he handled the situation with great patience and professionalism. To make our stay more enjoyable, he kindly upgraded us to a beautiful room on the 35th floor with a wonderful view and also arranged a complimentary rollaway bed so my children could sleep more comfortably. He also gave me very helpful advice regarding luggage delivery and shipping, which made our travel arrangements much easier. His warm welcome, thoughtfulness, and genuine effort to make us feel comfortable really stood out and made a big difference to our stay. Another little detail we really enjoyed was the complimentary tea and coffee in the room. Both were excellent, and the beautifully crafted, high-quality tea set made the experience even more special. Starting our mornings with a fresh cup of tea or coffee while enjoying the view was such a relaxing and refreshing way to begin each day. The location is extremely convenient, with easy access to Tokyo Station, shopping, restaurants, and transportation. We also enjoyed dining at the hotel, especially the burger at the restaurant on the 28th floor near the main reception area—it was delicious! Overall, Shangri-La Tokyo is a beautiful, luxurious, and family-friendly hotel with spacious rooms, thoughtful amenities, and outstanding service. We truly appreciated the hospitality and would definitely love to stay here again!