The hotel is better than some in Japan, but not worth the money. A lot of attitude at the front desk and kind of old surroundings. Needs some updating of the interiors.

I was staying on a business trip with others, and one day a colleague disappeared with my key while planning a presentation.

When I went to the front desk, I got quizzed about why I needed an extra key. "What happened to your key?" "I don't know, I think I lost it....I'm here with friends and one took the key... (etc)"

Apparently this was just too much for the front desk staff because they kind of freaked out. There was a lot of discussion in Japanese, and until I asked, "What's the big problem?" they did not tell me what was going on. Then they said, "Oh, sorry sir, we will get you a key." Then they disappeared in the back and didn't come out for around 5 minutes.

Then they gave me two keys and said, "We'll have to charge you for the second key." !!!!!! They thought there was someone else staying in my room....

Whatever. I guess "Lost in Translation" was a true story.

From the very second one steps into this grand building you are simply treated like royalty. The service is undoubtedly the best I have ever experienced.

The grandeur of the hotel is breathtaking. It is an experience in itself. It may seem dated, but it is immaculate in appearance.

The rooms are very comfortable with every amenity you could possibly want. You don't need to pack a toilet bag as they provide you with everything you could need. Although one could say you have paid for everything you see before you, it never crosses your mind that it is overpriced, It is well worth the money.

The service needs to be praised from the lift attendant to the general manager. It doesn't matter if you have saved a lifetime to be there and are staying in the cheapest room, or you are actually royalty staying in the penthouse suites, they treat you with the same exceptional service. It seems like every guest staying at their hotel is highly valued and appreciated.

Honestly this hotel deserves to be praised, I would recommend the hotel to all travellers wanting to experience the best!

We had great expectations from this hotel. The price, its reputation and the reviews we had read made us think that this was going to be a once in a lifetime experience. Nothing was wrong really, but we didn't have such experience. We found it to be a good hotel, very expensive, but apart from the impressive lobby we were not impressed. Room was large (for a double) but we had paid for a triple, and we found that the third bed was just a sofa bed which hadn't been made yet when we got to your room. Reception was quite impersonal, nothing wrong with it, but we were obviously not the type of customers the hotel caters for. We couldn't use the pool for free because we were not members of the club. We could not become members because we didn't have our business cards. Location isn't bad at all, it's a few minutes away from JR Yamanote line and the subway, but if you want ot go to Shinjuku you have a good half an hour travelling to do. Internet was available for free, but in a small room which had to be opened especially for you if out of business hours. If you are looking for a once in a lifetime experience like we were, then probably the New Otani Hotel will suit you better.

We just returned from a Cruise West tour of Japan. Our final couple of days was at the Imperial in Tokyo. This is a classic old hotel beautifuly maintained and with the most service I've ever experienced in a hotel. The other hotels we experienced in Japan were 'Okuras" and were excellent. We thought the service from them was great but the Imperial was in yet another class. There is no tipping in Japan but notwithstanding the staff was there virtually without asking or even necessarily being wanted. Certainly the Japanese folks frequenting the hotel seemed to expect the degree of service we observed, we though experienced travellers were somewhat amazed by it. The facility is excellent, the food venues were quite good, though as with most things in Japan expensive. We were given a 20% discount as hotel guests which helped. The rooms though excellent did not have irons and ironing boards in them though they were available for the asking. Other amenities of fine hotels were present. The hotel's distinguishing characteristics for us were location and service. The service excellence was enough to prompt this review.