Marufukuro

Super helpful and kind staff, amenities (snacks, beverages, in-room amenities), comfortable beds, access to the lounge and library

The hotel is just stunning and its design and interiors are close to perfection.

It would have been nice to have a pool, but besides that it is pretty much spot on.

Services were excellent. They go out of their way to help you even for the littlest thing. The staff are wonderful. Everyone there are really nice and helpful.

Unique location for 5-star hotel. Maybe that’s why it’s special.

The heritage and history of the building, and the boutique exclusivity of the place. We enjoyed the toy museum and the lounge/bar whilst taking in the architecture, features and displays.

Whilst the staff were friendly and enthusiastic, we were let down repeatedly by the lack of attention to detail and follow through, which truly marred our experience. Some specific examples to name a few: Our request for a reservation to be made at a local restaurant over a month ahead of our stay was acknowledged but on arrival, one staff member said he’d check on it only to tell us “it’s difficult” and he’d revert to us (which he didn’t). On the following day, we queried again with another staff member (Joe) who again said that it’s difficult, they don’t take phone reservations (which is why we asked way in advance for the hotel to assist us) and purported that reservations needed an introduction (which we know is common in some places in Kyoto, but not necessarily so for where we wanted to go). Another example was over a day prior to our check out, we specifically asked what time did our luggage need to be sent for same day arrival in Tokyo. We were advised by Joe that it had to be sent by 10am on the day of check out. Accordingly, we dropped our baggage to reception at 930am. Alas, on arrival to our next hotel in Tokyo, we had no baggage and were advised it’ll arrive the next day (hopefully by midday) as the luggage was only forwarded from Marufukuro at 11am!