Four Seasons Hotel Tokyo at Otemachi

652 reviews

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  Shang516

  MARYLAND · Family · Aug 2026

  4/10

  A Disappointing Stay That Made Us Reconsider Four Seasons

  Polished Courtesy, but Inconsistent Hospitality Our family stayed at Four Seasons Hotel Tokyo at Otemachi for seven nights. We booked a suite for ourselves and a separate room for my mother, so this was a substantial family stay and gave us enough time to experience the hotel well beyond a brief first impression. Unfortunately, our experience was deeply mixed. While the staff were consistently polite on the surface, the service often felt procedural rather than genuinely thoughtful or hospitable. The most disappointing incident occurred at the indoor pool. My son, who has received swim training, was swimming laps with speed and energy. He was not shouting, running, roughhousing, or intentionally splashing anyone—he was simply swimming. Nevertheless, a staff member approached him twice and asked him to be quieter because other guests were relaxing beside the pool. After the first request, he even moved to another lane, yet he was approached again. This is the hotel’s only indoor pool, and normal swimming naturally creates some movement and sound. A child should not be made to feel that he is disturbing adults merely by using a pool for its intended purpose. I was also left wondering whether an adult swimming with the same speed and energy would have been corrected twice in the same way. My son left feeling confused and uncomfortable, which was especially disappointing at a hotel that presents itself as welcoming to families. I emailed the manager that same evening. He replied promptly and told me that he would look into the matter. However, we never received any further explanation or follow-up before we left the hotel. A quick initial response is appreciated, but without any communication about what was learned or how the matter was addressed, the service recovery felt incomplete. Our experience at the hotel’s Italian restaurant was equally disappointing. I can honestly say that I have rarely—perhaps never—been to a restaurant where every dish was so poorly executed. There were five of us, and we ordered seven dishes. Not a single dish was finished. We had another reservation there for the following day, but canceled it immediately and never returned. Breakfast, by comparison, had both strengths and weaknesses and was generally acceptable, though not particularly memorable. There were also two genuinely positive experiences that deserve recognition. I was unhappy that our original room faced the helipad, and the staff responded promptly and proactively. They helped us move to another room and provided a complimentary upgrade. I sincerely appreciated both the efficiency and generosity with which they handled the situation. Our children also participated in the hotel’s doorman experience, and George was wonderful. He was warm, attentive, and thoughtful with them. He made the experience feel fresh and special, and the children genuinely enjoyed it. His care reflected exactly the kind of personal hospitality we had hoped to experience throughout our stay. We have stayed at many Four Seasons properties, and Four Seasons has always been our first choice wherever we travel. When a destination has a Four Seasons, we have historically chosen it without hesitation, largely because the brand is known for being genuinely family-friendly. That is why this experience was particularly disappointing. It left us questioning whether children are truly valued at this property, rather than simply accommodated as part of the brand’s image. We are planning a trip to Hawaii in October to celebrate our child’s birthday. In the past, choosing Four Seasons would have been automatic. After this stay, however, we are considering other hotels for the first time. After seven nights, my overall impression was of a hotel where many staff members have been well trained to appear courteous, but where the deeper spirit of service—anticipating guests’ needs, exercising good judgment, following through, and making families feel genuinely welcome—was inconsistent. At this level and price point, polished manners alone are simply not enough.

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  oleksiin675

  Family · Aug 2026

  10/10

  Vacation

  We had a wonderful stay at Four Seasons Hotel Tokyo at Otemachi. What stood out to me the most was the level of care and support from the hotel team. They went out of their way to help me with an important situation during my trip and continued assisting me even after I had already left Japan. I especially appreciate the time and effort the team put into helping me resolve everything. They certainly did not have to go as far as they did, which made their help even more meaningful to me. Beyond that, the hotel itself was excellent, and the staff were always professional, attentive and genuinely helpful throughout our stay. Thank you to the entire team for taking such good care of us. I truly appreciate everything you did, and I would be very happy to stay here again on my next visit to Tokyo.

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  Wanderer314369

  Couples · Aug 2026

  10/10

  Best four seasons? Maybe.

  Such a great hotel. Wish I was there longer. Great room greeted amazing service. Can’t say enough about this hotel.

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  josephmQ7123AN

  Family · Jul 2026

  10/10

  Royal treatment at the best Four Seasons in Japan

  From the upgraded corner suite with commanding views of the Imperial Palace and Tokyo skyline, to the daily guests from housekeeping, to everyone from the GM to all the staff knowing our names, we could nitnhave had a better 10 day stay at FS Tokyo. Nearly brand new property and it looks it. Finishes and decor superb. Amenities all wonderful. Staff all friendly, accommodating, and helpful. Special kudos to manager Cherry, the guys in housekeeping with their thoughtful gifts, the doormen with their great tips and use of the house car (BMW 7 series no less), my family could not ask for anything more from this spectacular hotel. We started our trip at the FS in Osaka, then FS in Kyoto, and now the FS in the queen city of Tokyo and each property just got better and better. If you are in Tokyo, you must stay here.

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  tarektabbara

  DUBAI, EMIRATE OF DUBAI · Family · Jul 2026

  10/10

  As usual, Four Seasons doesn't disappoint!

  We spent 11 nights here to celebrate my 45th birthday in Tokyo, our first time in Japan. The hotel made it special, with a nice message on the room window, a surprise gift from the spa and also the breakfast team, etc. The concierge team also helped us plan trips to other cities and to recommend and book nice dinners. We arrived to Tokyo with everything already planned. The concierge team behind the app were also seamless, they dont say no to any request. The room is spacious, clean, comfortable with a nice view. The massage therapists were all great. Location also very good. Seemed central to us. Only 2 small comments: They only have 2 restaurants and one of them kids were not allowed, so you don't have many in house options - which is not too bad as it actually makes you explore other places. As mentioned, the hotel recommend great restaurants around Tokyo. The second comment is to view your spending, you have to request it by email or phone, while in other hotels you can track your bill and spending directly from the app or TV. So small suggestions, nothing that affected our stay. This is a true luxury hotel, with great service by a well tained team. Will definitely be coming back if in Tokyo and highly recommend FS Otemachi if you want a luxury city hotel in a very good location. All the best to the staff!