Cerulean Tower Tokyu Hotel, A Pan Pacific Partner Hotel Reviews: Everything Guests Say

Clean, beautiful, delicious food, great view, kind and respectful staff, lovely pool and hot tub, beds were very comfortable, chocolates in room were fantastic - overall an amazing experience!

We didn’t feel the need to look for a viewpoint anywhere else ;) A big advantage is that the bus station is at the hotel!!!

Despite clearly explaining the circumstances and providing documentation of the disruptions, the hotel refused to grant a full refund or show any flexibility.

The location is very convenient but is situated close to but far enough away from the very busy Shibuya station area.

A bit unfortunate given the price, you would have thought at least you would have access to the pool.

I loved staying here and will for sure stay here again if I ever go back to Tokyo.

However it was my first time in Tokyo. I am a little more educated for next time.

The price is a bit high, but it was known in advance, and worth every penny

Access to the executive lounge, we were again greeted by the panoramic amazing city views.

Very good start to the stay in Japan, beginning with a very beautiful hotel

Great hotel, especially if you have access to the benefits of the executive floor.

The location is just at the fringe of Shibuya shopping area, super convenient!

The best hotel I have ever stayed in with absolute 5 star service.

This experience makes it difficult to confidently book with this property again.

Wow wow wow, what a pampering hotel, they think of every detail

I had an incredible four-night stay at the Cerulean Hotel in Tokyo.

Super nice hotel of high standard in the center of Shibuya

Cerulean is a truly wonderful hotel, providing a relaxing, luxurious experience.

We really like the view of the city from the lounge.

Now one of our favorite hotels when coming to Tokyo!!

We had a wonderful time during the stay in Tokyo.

A peaceful place to return to after busy Tokyo days

Highly Recommended to anyone who wish to Stay around Shibuya.

A comfortable and enjoyable stay in a high-quality hotel

Highly recommend if you're looking for an upmarket stay.

Everything exceeded expectations so there was nothing we didn't like, wish I could have stayed a little longer to enjoy the rooftop bar - we came back at the end of our Japan trip and enjoyed it more than the highly regarded New York bar.

Executive booking was amazing and under sold when booking, it allows for guests to use the Executive floor for additional perks throughout the day such as the cocktail hour which was from 5pm-7pm and included complimentary drinks, including snacks and selected cocktails and champagne.

The fitness facilities and swimming pool is only open to over 18s - something that could have been made clearer as we travelled as a family and were disappointed to not all be able to use it.

It was a chain hotel and so it felt very European which is nice in some ways but perhaps if you wanted a more Japanese hotel it would not be right but that is being picky

The suite upgrade, the service, the amenities, the lounge privileges, and the beautiful balance of Japanese aesthetics with contemporary comfort all contributed to a stay where you feel not just accommodated, but genuinely pampered.

They’ve thought about everything from the big things (location, luggage storage, checking in/out smoothly, the wonderful view from my room, spaciousness of the room, super clean and modern) to the small (welcome wine/sweets, hair straightener, pyjamas, incredible amenities).

The location could not be more perfect — right in the heart of Shibuya, steps away from the famous crossing, endless restaurants, shopping, and train connections to anywhere in Tokyo.

Very good proximity to all the bustle of Shibuya but just a block out of the way makes it seem like a little hideaway from the fray.

I would have liked clear instructions on how to find hotel from the Shibuya Station when I sent message asking how to get to hotel.

A little ways up the hill and with all the construction going on at Shibuya station, you can get lost quite easily.

Tokyo is rather tricky to navigate, we wanted a direct shot hotel, that made daily excursions easy to plan and implement.

Once you arrive and get your bearings it is not bad, but we did struggle navigating on our initial arrival.

Just a few minutes walk to Shibuya station and all the shopping and restaurants the area has to offer.

Although we struggled to find the hotel from Shibuya station on our first night - the station is massive!

You first have to find your way around - but the accommodation can't be blamed for that :)

It is nearby various entry points of Shibuya Station making the subway a very easy transportation option.

The location is great if you need to get to Shibuya station within a 5-10 minute walk.

The room; the view; the decoration of the hotel; the staff; the location of the hotel

Great location for accessing Shibuya crossing and the many shops and restaurants within the local area.

Magnificent view from the bay window of the room with a view of Mount Fuji.

The location is not busy and very convenient (just 5-7 min walk from Shibuya station).

Great location, great service, had a room on the 34th floor with a fantastic view

Easy access to the train while still not being in a really busy area.

Short walk to Shibuya Crossing, the local metro/train station, and lots of good shopping/restaurants.

The location of this hotel is fantastic and so close to Shibuya Scramble.

I will consider staying at the Cerulean on my next trip to Tokyo.

Calm and pleasant stay in a great location for exploring Shibuya and beyond.

Property located right beside Shibuya station and walking distance to Shibuya Crossing.

Great beds and views of Tokyo Tower in a very convenient location.

Great location, walking distance to great restaurants and train station, super central.

Excellent, a pampering tenth wedding anniversary celebration Great location, right in the heart of the Shibuya neighborhood, accessible hotel, high standard both in terms of the service from every staff member we encountered and in terms of the pampering, size of the rooms, variety of restaurants in the hotel, including a 7/11 convenience store, simply a delight

Hotel is perfect for old people as everything you might need (dining, cafe, convenience store) is under one roof or, if like us you stayed there on a public holiday and can’t be certain of what shops/ dining options are open in the city so it’s good to fall back on.

The hotel is in the famous Shibuya area, a luxurious and clean hotel in a quiet location close to 7-Eleven and Family Mart convenience stores, and near the famous Shibuya intersection; just cross the pedestrian bridge and you will reach it. Nearby, there is a halal Turkish restaurant with delicious food.

The Shibuya area can be a bit crazy in the busy parts but this hotel is a bit off to the side which is really nice, but still very close to the Shibuya station for super easy transportation options around Tokyo.

Definitely try taking a short cut from the station directly across the road to the shopping mall lift up to the walk way instead of trying to go up the road with all the cars and workers moving around.

Excellent, a pampering tenth wedding anniversary celebration Great location, right in the heart of the Shibuya neighborhood, accessible hotel, high standard both in terms of the service from every staff member we encountered and in terms of the pampering, size of the rooms, variety of restaurants in the hotel, including a 7/11 convenience store, simply a delight

The hotel is very luxurious, this was the treat at the end of our trip and the room did not disappoint, incredible view over Tokyo and even Mt Fuji in the distance, it was incredible.

I accidentally booked smoking room and asked for a change. They said the hotel was fully booked, and if I want to change to another room type I need to pay.

Given price of one night stay - 700+, we should have been given cot for third person at no extra charge but instead hotel wanted to charge $100.

The interconnecting rooms are only available for certain room types, so contact the hotel prior to booking to ensure that you book the correct rooms.

The room that I booked wasn’t ready so they stuck me in a downgraded room at the same price which was 40% higher

The room was small compared to another stay in Tokyo, despite the so-called upgrade, but it was 3 times as expensive.

Rooms are a little dated in terms of tech and there isn't very much on offer to eat in the minibar.

Our room was upgraded since they didn't have a room in our chosen category and the rooms are just beautiful.

The room was very spacious and we had comfy chairs so we could sit ans enjoy the gorgeous view.

That alone made for miserable sleeping conditions that couldn't even be overcome with the small travel fan we brought.

We stayed in the corner room with King bed and asked for an extra cot for triple occupancy.

Three twin beds were placed in a row with little space between them and the bathroom was tiny.

Super stealthy, they came in when we were out and done by the time we came back.

The view was magical, and we spent hours looking out over the Tokyo skyline from our room.

The view from the corner room with the sun setting behind Mt Fuji were very special

We stayed on the Executive floor in 2 rooms - a corner king and deluxe twin.

I have never, ever watched room service make a bed so expertly, crisp and inviting.

I would say it is more like a 4 star, at least in the rooms.

The rooms were so clean and the had all of the amenities you could want.

The corner king rooms are remarkably spacious for Tokyo, and the bathroom is stunning.

The beds were probably the most comfortable beds I’ve slept in at a hotel.

The comfortable bed feels like sleeping in the clouds and the view is stunning.

We stayed in a corner king room and everything about it felt five star.

The room was fantastic with a wonderful view over Tokyo with Mount Fuji

We had to switch rooms late at night as I could not sleep due to the smell, and we never got an apology - although we got a tiny bit of an upgrade to a slightly larger room only because I asked (due to the inconvenience and the fact that the hotel allocated such an awful room knowing our trip was a celebration).

Tip from a regular guest: the best rooms are those situated at higher floors, overlooking the back of the building (avoid the corners and side rooms, which will have you looking at the tall towers right next to the building, and the expressway passing by the front).

In addition, the shower head leaks when used, spreads water by 2 holes, and its lace is often blocking with the tap of the bath when taken high, very annoying when you take your shower and wish to wash from your foot to your head.

The room had an annoying smell of mold that the establishment was aware of, having equipped the room with a constantly running dehumidifier in addition to sprays to deodorize and sanitize the spaces; this is not what you expect in a 5-star hotel...

All the comfort of the rooms, the little touches in the room, L’Occitane products, Nespresso capsules, and tea available are appreciated extras, the large bed, the stunning view of Shibuya, the bathtub with a view... being just 3 minutes from Shibuya crossing.

When I was leaving I inquired about where to catch the shuttle bus to Haneda airport and someone walk my luggage down the elevator with me and walked me to the bus stop managing my luggage the whole way.

Nothing! Except the staff is very aloof...they just do their job but there's no effusive friendliness in Japan as a whole so it's most likely a culture thing!

In fact when we asked for a late checkout - 1 extra hour , the receptionist said we would have to pay an extra charge.

Front desk was very helpful when needed, and my bags which came via takkyubin were awaiting me in the room when I arrived.

I found overall that the entire hotel was lacking in the English translation and uncomfortable for any guest who spoke English.

The hotel staff are great -- most especially the concierge who can arrange experiences in and around the city!

Staff helped make it easy for us to manage our 3 kids, even entertained them for a bit.

Housekeeping, front desk, porter (in fact all staff we met) were very helpful, friendly, polite and efficient.

They were so nice, especially a lady working there daily from Jan 1-4 from opening to closing.

Instead, the staff directed us to stay in the lobby waiting area, which had no tables.

The staff at the hotel were very friendly and are very attentive to your every desire.

And after a day wandering the city they always welcomed you back with warm greetings.

My stay at the Cerulean satisfied me both for the attention from the staff,

The staff were exceptional and the view from our room was absolutely breath taking.

When we finally secured a table there were all sorts of empty seats!

Non-japanese 50 years old woman at the reception was non welcoming at all!!!

The staff was unfriendly, especially in the restaurant and bar bit upstairs.

They offered a doctor, sent up medicine, and took care of me.

Room service was great after a 10 hour flight from Seattle.

The hotel staff were so helpful and had very good English.

The staff does not convey a 5-star feeling at all.

The staff at the reception is also snobbish and arrogant.

The staff was always very courteous throughout our stay.

Naoko the concierge is so helpful, knowledgeable and friendly!

Again, thank you so much to the entire staff.

Excellent, a pampering tenth wedding anniversary celebration Great location, right in the heart of the Shibuya neighborhood, accessible hotel, high standard both in terms of the service from every staff member we encountered and in terms of the pampering, size of the rooms, variety of restaurants in the hotel, including a 7/11 convenience store, simply a delight

I booked a late check out by 5pm, and at 8am of the last day I requested a light cleaning - I needed clean towels and overall picking up of trash so it would be easier to pack - but was totally ignored, came back to the room not cleaned.

The staff informed me that the whole building does not have smoking room, however it is available on level 39 of the building, the staff directed me to walk across the street late at night to smoke in the cold weather.

The staff was exceptional and so accommodating - even when we had to change our flight up a day at the last minute they were able to help us out and give a partial refund for the early check out.

Communication with Housekeeping was more confused than I have encountered with other similar hotels - somehow they took "we don't want towels changed every day" to mean "we don't want anything done to the room during our stay"

This is very much a hotel where the other half stay at so we felt a little out of place at breakfast with the people around is discussing their LA apartments and jet setting lives but it was a fun experience all the same!

The breakfast left a lot to be desired, such tiny pots of Bircher muesli and yoghurt, a fruit salad would have been nice or some bananas but the French omelette they made made was very nice, not work $40 odd Aust though overall.

It seemed absurd to me to book the room with breakfast and, when we arrived in the morning to eat, they wanted to charge for our 6-year-old son saying it wasn't included, and that it was a problem with the Booking platform.

Staff were not to blame as they had clearly done the best with they could but for the price of the stay this was pretty bad and really let the hotel down.

Breakfast - While the buffet isn’t as expansive as others I have had, the quality of the food is top notch and well above other hotel buffets.

However, I did not realise the price of the buffet which was extremely expensive, so be prepared for that if you're the same as us.

The bakery in lobby doesn’t provide spoon or fork, minimum spend is requested for being able to sit in the cafeteria.

So the breakfast every morning we ordered our eggs, by the time they came, it was too late.

We had to pay 2400 yen per person for, in reality, a few fruits and yogurt.

While we were waiting for our room we took a coffee and cake in the lobby.

That breakfast needs different types of cheese (they don't have) and more sweet pastries

We enjoyed very much the full breakfast spread & the daily English newspaper !!

Breakfast good and healthy including freshly squeezed orange juice, good fish, fried vegetables...

The traditional Japanes breakfast was more elegant than the western buffet breakfast.

There is a good breakfast buffet and also good Japanese breakfast.

Breakfast was also delicious and had a good range of things!

Great cuisine (breakfast). The buffet is exceptionally large and diverse.

We had the same breakfast menu for 12 days!

The food at breakfast could be of higher quality.

The cigar lounge and breakfast deserves a special mention.

The breakfast buffet at the main floor was exceptional.

The breakfast buffet is subpar, especially for Asia.

Loud, cantina style, food and drinks absolutely mediocre.

It’s not bad but could be better.

Buffet that is neither Asian nor intercontinental.

More variety for the western breakfast

The Japanese breakfast is truly amazing.

Coffee is impossible to secure quickly.

The breakfast is good too.

Location and breakfast was good.

Excellent, a pampering tenth wedding anniversary celebration Great location, right in the heart of the Shibuya neighborhood, accessible hotel, high standard both in terms of the service from every staff member we encountered and in terms of the pampering, size of the rooms, variety of restaurants in the hotel, including a 7/11 convenience store, simply a delight

The modern design, the views of the gardens from the first-floor restaurant, the extensive menu at the Caramelo restaurant, the pastry selection, the elegance of the rooms, the high views of Tokyo, the creams, shower gel, shampoo, and conditioner from Le Occitane, the water pressure in the shower, and the staff throughout the hotel

Sauna area excellent (correct temperature - i have lost count of the amount of 5 star hotels around the world who don't maintain saunas at an adequate temperature - so I was happy to see it done correctly).

We only got to have the meal there once. But often spent the time with a cup of tea and a yogurt or snack after 19:00 and almost until their closing time.

The day before we checked out we used the hotel luggage shipping service to send our large bags to Kyoto which was very convenient to not bring them on the shinkansen.

The mini fridge was stocked up with cold drinks and the shelf above it had small coffees and teas, but all had a cost (except for the water, which was nice).

I had to go to the reception, which is not a problem, but if there is no button, you should remove the instruction related on the paper.

We tried to use the kids club but they told us that kids club need to be booked two days in advance.

They had 5 chairs in the reception and you could stand or pay to sit in the coffee shop lounge.

The Cerulean Lounge was a nice bonus to pick up snacks after a long walk around the city.

The cleanliness? It’s next level, I travel a lot and never have I experienced such cleanliness.

The view from the higher floors (including from the bar) is stunning at night time.

Enjoyed the residents lounge and the refreshments (especially the soft serve ice cream machine!)

The "lounge" with Cerulean level was a disappointment, not really anything in there.

Everyone in our party said they were spoiled by the location and facilities.

This hotel had great facilities, a good variety of restaurants and bars.

Launge - same. no value for money, only some japanese snacks

We had access to the Exec Lounge and was very comfortable.

The building is spacious and high-end, although a bit dated.

There were so many perks and restaurants in the hotel.

Housekeeping is done promptly and to a very high standard.

Need to pay extra so use some facilities like Gym.

For the cost I would expect a lounge area.

The cocktail bar on the top floor is great.

The pool is only open from 09:00 to 19:00.

They also have a 7-11 on the 2nd floor.

Nice bar at the top of the hotel.

Great views from the bar on level 40.

The lobby resembles a train station hall

I did not see any hotel activities.

As a guest at the hotel, we did not receive special treatment to have a reserved table at the restaurants; we were placed in the most unpleasant spot at noon without any natural light!!!

The staff never told me how much it would cost and it seemed absurd to pay $9.00 for a glass of soda on top of the high cost hotel.

We tried dinner one night in the casual hotel on the lobby level, and while our seafood pasta was delish, a club sandwich with not-quite-defrosted fries was inedible.

Given that food standard at buffet breakfast was exceptional the food at the afternoon tea and evening offering in the lounge felt a little like "leftovers".

Lastly, the food options onsite were incredible, and the swanky rooftop bar on the 40th floor offers one of the best views of the city.

The highlight of our stay was the rooftop bar - the perfect place for a panoramic sunset over the city, great cocktails and exceptional service.

The next evening we tried the teppanyaki and were very impressed; the ambiance, the quality of the food, and our chef were the absolute highlights.

We got a fair portion of meat with one flower of broccoli, one slice of bell pepper, and two green beans as our vegetable side.

Food was good but I ordered an a la carte item and when asked what came with it, she mentioned rice, soup and pickles.

We had way better food and drinks for about one tenth of the price just down the road in other hotels, restaurants and bars.

We didn't eat in any of the restaurants because there were so many other choices nearby but I'm sure they would have been amazing.

Eggs were to order and came fast or sow, you never ewsoit was hard to go to the buffet and get toast to match.

But then again why are you ordering room service in Tokyo when a few steps outside is a 24 hour world of deliciousness?

Breakfast service was strange it was served coffee which came late and if you wanted a second cup you had to find someone.

The amount of vegetables we are used to getting in the US was no where near the small serving with a lunch/dinner meal.

We ate there 3 nights and one night we had to get ice cream because the serving sizes were so small.

The French restaurant at the top of the hotel. Too average and common to claim to be one.

We had dinner one night in the Japanese restaurant and the food was delicious and the service excellent.

And the upscale sushi restaurant tucked away on the second floor just outside the hotel is extraordinary.

High quality room service (eg sashimi and Chablis) with kids safely asleep in the adjoining room.

The restaurants in the hotel are also worth a visit, not cheap but perfect food.

The appetizer menu at the bar on the 40th floor is a nice treat.

Restaurant options are good but we would have liked a more simple Japanese option.

We also had dinner at the Teppan yaki restaurant which was great.

So two small beers cost 39 EUR instead of 15 EUR....

Lots of dining options in the hotel and plenty more nearby.

The service at the breakfast restaurant is efficient, although proper.

The top floor restaurant/bar has stunning views of Tokyo.

Will try their bar the next time we visit!

The room service, laundry and restaurants were fantastic!

However the pool is only for 18+, then when we decided to go for a swim without the children it was an additional fee of $25 each and my husband has tattoos on his arms so he had to wear a shirt in the water to cover them.

The only downside is that the pool/onsen area is an extra charge (2000 yen per person per day), which is a bit expensive for a group of 5 staying for 4 days.

I was very disappointed about the Spa (Pool) …for such a beautiful Hotel the pool it’s old and not so nice …. For sure not a 5 star pool

It would be good if guests were given vouchers to use it at least once or twice, especially if staying for a week or more.

I complained twice and they did nothing about it, i've never heard of a hotel that has an over 18 policy on a pool.

We wanted to go to the bathroom one evening at 7:10 PM, but since it closes at 8 PM, that was no longer possible.

I didn’t see this mentioned during my booking or in the hotel website and found it strange he could not have a swim.

Our kids are 14 & 11 and they were told that they had to be over 18 to swim in the pool.

The pool and spa are unmatched -- highly recommended, although the sauna was the hottest I've ever been in, perhaps too hot.

The pool is too warm, so either the pool should be cooler or they ought to have a cold plunge / pool.

The gym and pool were also fantastic with many other third party services such as acupuncture and spas on site.

Unfortunately there is some limit for children and kids to use the hotel swimming pool which only allows for adults.

Be careful of travelling with children as there are rules regarding using the pool and room share depending on age.

Pool opening ours are inconvenient - it doesn't open early enough to go before you head out first thing.

Had to pay to use the pool which is annoying and expensive as the hotel advertises having a pool.

The swimming pool costs 2200 yen and is especially prohibited for children, and that was a deciding criterion.

We would have loved to use the pool after a hot day out in the city all day.

Was disappointed pool was not accommodating of my 9 year old daughter (who is a competitive swimmer).

This is likely the only reason I would not book Cerulean Tower again on my next trip.

Be ware that they won’t be able to use any of the amenities including the swimming pool.

I think it’s cheeky asking paying guests to pay extra to use the pool and gym.

I was disappointed however to find my children couldn’t use the pool during any hours.

It’s a shame that the pool area is forbidden for those with tattoos.

Clean pool facilities and appreciated wellness products offered in the changing rooms.

Only guests aged 18 and over are allowed in the pool.

Swimming pool and gym not included in room price as standard

An additional charge for the pool? Unthinkable at this price.

You had to pay for access to the pool.

We also used the spa, swimming pool, jacuzzi!

The fitness centre and pool were also fantastic.

The gym and the pool look good but very disappointingly, they can only be used for guests over 18 and my sons (16 yrs old) didn’t get to use the facilities at all with all the money I paid for the hotel.

Having jet lag, it would have been very convenient to be able to work out before 7am, and the change room and sauna/showers not opening until 9am, it’s not convenient at all.

The smaller issue is that the gym only opens at 7am, means, it is packed to the brim 7-8 - it should be 24/7 or at least start at 6am.

We had stayed in top hotels in Osaka, Hiroshima, and Kyoto prior to Tokyo, and all the hotels there had gyms open 24 hours to guests.

They charge for use of gym and pool after 9am, saying that the room type I selected did not have free use of the facilities.

Gym was one of the main reasons we chose this hotel and it was really impressive for a hotel gym

The gym and pool were also fantastic with many other third party services such as acupuncture and spas on site.

The gym/swimming pool we’re not included in the price of the room (which I don’t think was mentioned upon booking).

Being there, I learned that my reservation allowed a limited use of the gym (from 6 to 8 am).

The one complaint is that the hotel gym is open only limited hours (9 am - 9 pm).

Their fitness center is quite small and only operates from 7AM till 9PM with last access at 8PM.

They don’t open the gym before because they want you to fill out a form everyday. Ridiculous.

The gym with a large pool are awesome compared to other hotels in the same areas.

The gym is small, but they squeezed many machines in there, so it is very usable.

Pull down machine, chest press machine, along with free weights, cable machine, and Smith machine.

If you exercise and want to get around the city quickly, it’s worth the money.

Brilliant fitness centre - one of the best I’ve had at a city hotel.

My husband and I also enjoyed using the hotel’s fitness center during our stay.

Gym/fitness center opens at 7 am - wish it was earlier but can’t complain.

If I wanted use it in a different schedule, additional fee was applied to.

This makes it virtually unusable for those who work out early or late.

A little pricey but you pay for the location and the fitness center/gym.

We had to pay extra for the gym, outrageous given the room prices.

Gym wasn't included in the room price its additional cost per day use.

Which is terrible, as the price you pay for accommodation is not cheap.

The gym was very crowded, maybe could be bigger.

The gym was great I went most days.

We had to pay to use this facility.

Loved the location, the gym, the staff.

Gym is decked out with Technogym equipment.

The reception did not inform me before they took a pre authorization on my credit card , all hotels around the world inform the guest before taking a pre-authorization on the credit card of the guest.

Okay guys let me get this straight up when on my checking our check in was expected to be smooth until the manager said that they wanted us to pay even more for our stay fares.

This means I’ll likely have to cancel my entire reservation with the Cerulean Tower and find a replacement with no time because of how inconsiderate they are with their own booking policy.

They employees was dealing with check out as a one star even when I asked them for extend the room they say not available after I saw it's available in the Booking.

We were also not told by either Booking.com or the Cerulean at checkin that there was a hot tub fee, even though we did not have a hot tub available to us.

At check out there was a small discrepancy with the invoice that needed to be amended which ought to have been a simple thing to rectify, but took 25 Mins.

The Hotel puts a hold on your credit card plus $500 and also charges the full cost of stay and the original hold stays in for 7-10 days.

I wanted to check in a little bit before check in time and they charge me half a day after trying to charge me a full day.

Further, emails with the hotel before check-in indicated we were disadvantaged booking through Booking.com and not directly as they were reluctant to assist with connecting rooms.

I wanted to move my check-in date back one day as we were invited by Japanese friends to an onsen in Matsumoto for 1 overlapping night.

We arrived 2 hours before check in time and the reception asked the house keeping to priority our room and we got it in 20 minutes.

For the price they are charging customers, there was no effort made to check and offer rooms which are already available for early check in.

We arrived earlier than our check in however they offered to look after our luggage, which allowed us to explore a little bit of Shibuya.

I reached out to modify my reservation weeks in advance with Amex Platinum Travel and The Cerulean Tower, knowing that during Sakura season it’s packed.

Booked with 1 adult and 2 children, but no extra bed and my second child was not even on the booking so no breakfast etc.

We arrived in the morning and there was no hint of being able to check in early or even a potential earlier time than 3pm.

When we arrived back at the hotel, the check in was an easy process and they had already delivered our luggage to our room.

Turns out they refuse to allow me to modify the reservation and are unwilling to enable any flexibility on pushing the date back 1-day.

The property also allowed me to leave my luggage there the night before check in, which helped me travel to Kyoto stress free!

Our check in was very stressful and took over an hour as we were told they only took credit cards not debit cards.

I’d never imagine a hotel making such a huge deal and being completely inflexible, when I’ve adhered to policy and provided advance notice.

The check-in with the Executive booking was a nice touch too, all handled on the Executive floor which also came with a drink.

I came at 12pm to store my luggage and waited at the lobby until 3pm which is their official check in time.

We checked in on a rainy day, and the staff took our luggage right away, and wiped each of the suitcase dry.

I planned a business dinner that night and after 9hour flight o have to skip the shower due to the delay.

Seems like I’ll be canceling that too in the next 24 hours since they don’t appreciate my business.

However I believe this was problem from booking.com and has nothing to do with the hotel.

When we got to checkin the hotel told us there were no rooms for 4 people.

We had to book another room at checkin, making our stay twice as expensive.

From check in to departure simply wonderful, friendly and warm service.

Although the ticket sales officer did not speak much english, we were able to communicate using Google translate and the helpers at the actual bus stop did speak English and thankfully helped us to wait in the correct queue and avoid getting on the wrong bus.

On leaving The Cerulean, we had the hotel reserve a large taxi for four people to get us to Haneda (10000 yen) vs lugging all our stuff through the station, which we thought was 100% worth it.

This bus services both Haneda and Narita airports and is just as quick and easy as a taxi with more room and plenty of space to stow luggage under the bus.

Also had a Uber take us to the airport at 4 am and was very handy to have them pick us up in the driveway in the building.

We had had our big luggage shipped from our Kyoto hotel to the Cerulean, which was cheap and seamless (totally recommend this service!)

A bit of stairs to climb to get to shibuya station, so if you have elderly or small kids travelling do take note!

Staff organised private transfers from the airport which took the stress out of trying to navigate trains after a long haul flight.

The concierge walked me to a clinic 5 minutes away where I was tested immediately and the concierge helped work the translation.

Hence, we took taxis from the hotel to Shibuya so that we didn’t have to deal with the hoards of people.

They could not even arrange transportation for us to our cruise because we didn’t ask a day earlier ?

There is an easy airport bus service that’s picks up at the hotel going to both Tokyo area airports.

The airport transfer is the best at JPY3200/adult - pick up is simply just at B1 of the hotel.

We could catch a dedicated flight bus from the hotel which meant travelling to ghetto airport really easy.

The total cost for a taxi from HND to the hotel was only about $61 USD each way.

We came by train and so there's a little slope to negotiate before arriving at the hotel.

There are taxis 24/7 in the “Taxi stop” of the hotel, which is also great.

The shuttle bus to the airport was convenient and within walking distance to Shibuya station.

A short walk to Shibuya station with trains to pretty much anywhere in Tokyo.

You need to insist to pre-book a taxi, not just take the staff’s advice

Save us so much hassle from lugging the luggages to the JR station.

The limo bus to the airport was incredibly easy and a bonus.

There is a stop for the limousine bus service at the hotel.

Bus shuttle to airport was key to us choosing this hotel.

Availability of shuttle service to the airport is a plus.

Convenient airport shuttle and subway access made exploring easy.

Bus tickets were easy to buy at the airport.

Connections with metro and airports with limousine bus

Book me a taxi at 4 AM

Airport bus directly to/from the hotel.

Very close to Shibuya Station.

The downfall is the employee in the spa, not helpful and turned us away from any treatment, saying they didn’t have any openings for the 4 days we were there which is very surprising.

It's a pity especially when you only want to spend an hour there and have to pay for the daily access, which is discouraging.

The only small downside: access to the spa and swimming pool is not possible with a standard room reservation.

Wish I’d had time for a massage - prices were very fair at approx 60us an hour.

The person who comes to give me shiatsu massages in the room is great.

You either have to pay a daily rate or book an "executive" room.

Great spa with big jacuzzi, sauna, massage chairs and amazing beauty products

The wall of the spa was dirty. It was like green mould.

I ended up getting a massage there and the therapist was great.

They operate from 9AM till 9PM with last access at 8PM.

We loved the spa and the amenities for guests.

Their sauna, shower, and pool area is beyond amazing!

The rates in the wellness/ spa service were exorbitant!

I even had an Acupuncture treatment while there.

We also used the spa, swimming pool, jacuzzi!

- great shiatsu massage!! (for an extra charge)

As well as the spa.

Therefor it being a disappointment.

They have massage chairs there.

Then had a sauna.

A must try!

Sauna