The Prince Park Tower Tokyo - Preferred Hotels & Resorts, LVX Collection

Excellent view, disappointing service and poor internal communication.

4.0

The view is stunning both in room and in the bar at 33rd floor.

− We booked adjoining rooms for 4 adults and 2 children with breakfast included. On the first morning, our 4-year-old had breakfast without any issue. On the second morning, we were suddenly told that his breakfast was not included and had to be paid separately. I spent a significant amount of time speaking with both the restaurant and the front desk, but instead of helping us clarify the reservation with Booking.com, we were repeatedly told to contact Booking ourselves. After I formally complained, the hotel investigated the matter, apologized in writing for the poor internal handover and lack of assistance, and confirmed that breakfast for our 4-year-old would be complimentary until our departure. Unfortunately, even after this written confirmation, the child’s breakfast charge still appeared on our final bill at checkout. I had to show the staff the hotel’s own email and wait again before the charge was finally waived. I understand that misunderstandings can happen, especially with third-party bookings. What disappointed me was how much time and effort the guest had to spend resolving a relatively simple issue, even after management had already confirmed the solution in writing. The room, Tokyo Tower view, and facilities were excellent, but the inconsistent communication and lack of coordination between departments fell well below what I would expect from a hotel of this standard.

Guest review

10.0

Camere molto spaziose e ottimo servizio. 5 minuti a piedi dalla metropolitana e dalla Tokyo Tower

− Niente