JW Marriott Hotel Tokyo

The hotel infrastructure was sleek but elegant. Most impressive was the fact that despite the hotel only opened a month ago, everything worked! Room is spacious, all relevant facilities are available. Rooms are quiet and blinds are dark. Staff was super friendly. Only area of improvement is the fact that there is no 24/7 room service. Room service stops at 10pm which is very early for a 5* hotel of this class.

With nightly rates around JPY 100,000–150,000 (approx. USD 700–1,000), one would expect refined service, attention to detail, and the warmth befitting the JW Marriott brand. Unfortunately, my recent stay fell far short of those expectations and seriously undermined my trust in the brand. Below, I have listed the issues exactly as they occurred, without exaggeration. 1. Room Assignment Delay and Poor Internal Communication Despite confirming twice that our room would be assigned on the opposite side of the train tracks, we were given a room directly facing the tracks. This mistake resulted in an unnecessary 30-minute delay, with the room check in process starting around 2:40 PM and not being completed until nearly 4:00 PM. It was also clear that the Executive Lounge check-in team was severely understaffed, causing slow responses and visible exhaustion. Such operational miscommunication is unacceptable for a hotel of this caliber. 2. Malfunctioning Humidifier and Disorganized Response The humidifier that had been installed upon request did not function properly. Three different staff members entered the room at separate times, giving conflicting instructions, and eventually replaced the device. Basic equipment functionality should be checked before installation — this incident only caused unnecessary fatigue to guests who came to rest. 3. Staff Entering Room deeply with Shoes On During the humidifier replacement process, multiple staff members entered the room wearing shoes, even though our shoes were clearly placed at the entrance. While I understand cultural differences, it was disappointing that no one paused to acknowledge or ask permission. Such a lack of situational awareness is below the expected service etiquette of the JW Marriott brand. 4. Photography Restriction and Perceived Discrimination ★★★ I attempted to take a simple photo in an empty fitness room and on the 28th floor, but was stopped and told it was a “public space.” Even the 28th-floor elevator lobby was off-limits. What was more frustrating was the inconsistency among staff explanations: one staff member said photography was prohibited only when others were present, while another said all photography was completely forbidden. Later, I received an official email from the hotel stating that all digital devices are banned from the pool and fitness areas, including selfies. However, in reality, I personally witnessed several Japanese guests and influencers freely taking photos and videos in the pool, spa entrance (28F), and fitness area. Some appeared to be doing so with staff awareness, while others were clearly taking private photos. If the hotel’s stance is that “those guests had pre-approval,” then that itself represents a lack of fairness and transparency. Such selective permission — never disclosed to other guests — creates a perception of unequal treatment and discrimination (perceived discrimination). Furthermore, no “No Photography” signage or prior notice was pres