HOSHINOYA Tokyo

177 reviews

• 2

  249StuartH

  ST. ALBANS, HERTFORDSHIRE, ENGLAND · Family · Apr 2026

  4/10

  Disappointed. Booked 6 months in advance, family split over floors, and poorly managed throughout.

  The architecture is beautiful, and that is where the positives end. We booked this hotel more than six months in advance, yet on arrival our family was split across two different floors. In a hotel built around the idea of shared communal spaces on each floor, that matters. It immediately took away the ability for us to enjoy the stay together as a family in the way the hotel’s own concept is meant to work. What made it worse was that, rather than taking responsibility or showing any real understanding, the blame was effectively passed back to me. No effort was made to even attempt to correct this. The biggest disappointment, however, was the service. On our first night, my wife asked for help with a restaurant and some basic assistance, and instead of being properly helped she was dismissed and left to work it out for herself. For a hotel at this level, that is simply not good enough. The whole place seems designed around minimalism at the expense of function. The lighting is poor, the bedside socket placement is badly thought through, and even simple things become unnecessarily awkward. The communal coffee areas sound nice in theory, but in practice they are fiddly and unreliable. On two floors the espresso machines were not working, and when I went to make a coffee there was no milk or creamer available. Basic details were repeatedly missed. Other irritations kept adding up. The lifts are painfully slow. Booking an airport transfer was more difficult than it should ever have been. Staff often seemed unknowledgeable, and to top it off, the front desk shuts at 9pm, which feels absurd for a hotel of this supposed standard. We were even made to come down to reception to settle a taxi bill, only to then be told that we would need to pay the driver ourselves the next day. Even as we were leaving in a hurry, staff kept asking for the room keys back. Because our family had been split across floors, we had been given more than 12 keys in total, and the whole exchange felt as though we were being treated with suspicion. It was ridiculous and a poor final impression. This is a hotel that looks special in photographs but does not work properly in reality, either in design or in service. Behind the attractive architecture, the actual guest experience was deeply disappointing.

• M

  Madward

  DARTMOUTH, DEVON, ENGLAND · Couples · Mar 2026

  10/10

  Japanese immersion!

  If you want to be fully immersed on arrival in a Japanese experience this is the right place. Full on Japanese…. Which we enjoyed. Great location in quiet area. Western breakfast a bonus. We went half board which for 3 nights was too much Japenese food so would suggest dinner 1 night and then head out the other nights. 1 dinner is enough as they do repeat the menu which would be a criticism but overall a super place to stay.

• M

  M7541RNfernandom

  Couples · Mar 2026

  4/10

  Beautiful hotel, but serious issues with unexpected charges and communication

  I recently stayed at HOSHINOYA Tokyo and unfortunately my experience ended up being very disappointing. The property itself is beautiful, but two situations during my stay left a very bad impression. I checked in on Wednesday at 3:30 pm, briefly dropped my luggage in the room, and went out to explore the city. When I returned later that evening (around 8:00 pm), staff told me there was damage to a bamboo window panel in the room and said I was responsible for it. The problem is that I had only been in the room briefly after check-in to leave my belongings before heading out, so I never had the chance to inspect the room beforehand. Despite explaining this, I was still required to pay for the repair. Another issue happened with a spa booking. I had scheduled a massage but called the front desk on Friday morning around 9:50 am to cancel it. The staff member I spoke with told me it was fine and confirmed there would be no charge. Later that same day, however, I was informed that the cancellation would not be honored and that I still had to pay. I spent quite a while speaking with different staff members trying to explain the situation, but in the end they insisted on charging me anyway. After these experiences, I honestly started to feel uncomfortable staying in the room, knowing that I might be held responsible for things I hadn’t done. That feeling really affected what should have been a relaxing stay. What made this even more disappointing is that we were there on our honeymoon. For a hotel that positions itself as a luxury experience, I expected clearer communication and better handling of situations like this. I hope management looks into these situations, because guests should not have to deal with unexpected charges or conflicting information from staff.

• K

  K9453BSstever

  Couples · Jan 2026

  4/10

  Poor Hospitality and Location

  This hotel is beautifully designed, but it is set between office buildings in a zone with limited evening activities and limited light. It is not possible to open the room shades without encountering office workers looking back in. The young staff is not helpful when asked for recommendations and they spend much of their time looking into their I-pads. The hotel is also very rigid for dining in-room and breakfast requiring reservations for both. TThe rooftop onsen baths were not well kept -- with clumps of wet used towels left unattended. There is a stairway to the Metro nearby but most of the lines are a half-mile or more walk underground. Unless you are in Tokyo for a business meeting at a nearby office building I would not recommend this hotel. his hotel had the worst hospitality of any hotel or restaurant we visited in Japan.

• P

  p_rj_rgenp2020

  SWEDEN · Family · Jan 2026

  2/10

  Extremely hard to get the staff to be just slightly flexible

  No availability for breakfast at the hotel. Unacceptable for a top hotel to not guarantee that for their guests. We are a family with four rooms booked and we want to have our meals together