RUBBISH, RUBBISH, RUBBISH. ゴミ、ゴミ、ゴミ。話にならない低レベルな対応。Only by repeating it three times can I even begin to fairly reflect the "service" at this hotel. The management of this property should be thoroughly embarrassed.
As my firm’s office is located within the same Tokyo Midtown complex, I have stayed at this hotel three times for a total of 15 days.
Across those stays, my experience has been absolute rubbish two-thirds of the time. The only reason my second visit was even tolerable was that the General Manager had to personally intervene to rectify the debacle of my first stay. Clearly, that "fix" was a fluke; this third stay in March represented a total return to systemic incompetence.
The hallmark of the Ritz-Carlton flagship brand is supposed to be the removal of friction. Instead, your team seems dedicated to creating it. As a Marriott Elite member of 13 years, my 4:00 PM late checkout is a guaranteed contractual benefit, not a favor. Despite this, your staff had the audacity to ask me to "downgrade" to a smaller room on my final day to solve their own internal scheduling mess. The excuse provided—that my specific room was "assigned to another guest"—is insulting logic for a hotel with numerous identical room types. Out of courtesy, and a desire to avoid a confrontational conversation, I agreed to consider the move. Your team promised to "keep me updated." They then went absolutely dead silent.
I was forced to follow up four separate times over the final days of my stay. Each interaction was more pathetic than the last:
Wednesday Night (2 days before CO): Two days before departure, a staff member informed me there was "no record" of my situation. He had the gall to be rude, implying that because no one had called me, I should simply expect no late checkout. I instructed him not to presume, but to actually investigate and report back. He promised a callback; he failed to deliver.
The Managerial Lapse - Thursday night: I was forced to repeat the entire saga to a Front Desk Manager for a fourth time. His response was a bewildered, "Oh, sorry, we have no such records. But I am concerned, and I will check and get back to you.
It is truly exhausting when a guest has to spend their billable time managing a hotel’s staff for them. I eventually checked out at 10:00 AM—not because I had to, but because the mental tax of dealing with your inept team was higher than the value of the stay.
The follow-up email from FDM was a transparent exercise in corporate gaslighting. They couldn't even manage to spell my surname correctly, and the claim that the team "intended" to check on the day of departure is a blatant fabrication designed to cover up five consecutive days of ignored inquiries. In a high-stakes professional environment, "intention" is not a substitute for execution; we call this a failing grade.
Between the front office’s inability to maintain a basic phone log and the shambolic, understaffed breakfast service, you are charging Ritz-Carlton prices for a service model that wouldn't survive at a mid-tier Courtyard.
To the General Manager: You are currently trading solely on your postcode. Your team’s behavior is disorganized, dismissive, and frankly, beneath the brand. I stayed here for the location; I am leaving because your management is an operational failure. I will be advising our firm’s travel coordinator to prioritize more competent alternatives in the neighborhood.
