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

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.

The price for a night in the room is high, but generally, hotels and living costs in Japan are expensive; however, this hotel is worth staying at for families.

The hotel is located away from all the hustle and bustle which made it nice to come home to after a day of sensory overload.

It made a great stay as our last hotel of our trip to relax and see/do the last things we wanted to do.

Its right in between Shibuya and Daikanyama, and the views are good from all rooms as they are all top floors.

We will be staying here again when we come back to Tokyo, and would highly recommend to others!

I have stayed in Tokyo at many different 4-5 star hotels and this is beyond my favorite!!!!

Hotel located in a high-rise building that has the hotel from the 19th to the 36th floor.

The top floor drinks lounge offered a fantastic view over the city with exquisite drinks.

This hotel is super dated and for the price I was expecting a lot more.

The hotel I’ve used since the early 2000’s and they have never disappointed me.

We stayed at Cerulean Tower for the first night of our honeymoon in Japan

Thank you to all the staff for making this a stay we’ll remember.

The hotel itself was beautiful and felt luxurious without being over the top.

If you’re looking for a memorable and relaxing stay, look no further!

I don’t usually leave reviews but WOW!! Worth the 5 stars !

The price is not cheap, but it was definitely worth the quality!

The immersion in local cuisine and traditions was a great experience.

I can go on and on, it’s simply just so perfect!

Worth your stay for a relaxing time at a stunning hotel

It is clean, the staff were very helpful and polite.

My office is in the office part of the building.

It should be a 1/4 of the price they charge.

The Cerulean is one of the best options in Shibuya.

What was truly exceptional about it was the staff.

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.

In reality, in Japan, hotels are extremely well maintained and offer impeccable quality and service, so I find that ultimately I would have found the same type of room comfort in a 4-star hotel.

I always stay at the Cerulean when in Tokyo because of the hotel proximity to Shibuya -- very easy to walk 10 mins to Shibuya Crossing with many restaurants and the night life right there.

Also, you need to walk around 10 minutes in order to get to the Main Street of Shibuya. which is fine, but we thought it’s a little closer :)

I did visit some lovely gardens in other places which were not crowded and found the people very polite and I always felt safe walking around.

Location whilst close to the station is a bit a trek up a slight hill so not that accessible for us with a stroller.

It's not a knock on the hotel but it's overwhelming how bad the construction is in/around the hotel and near Shibuya Station.

The perfect location just 5 minutes' walk from the world's most famous crossing, the JR train station, and the bus station.

The club lounge on the 35th floor had striking views of snow covered mount fuji and the greater Tokyo area.

Location is fantastic, only a few minutes walk to Shinjuku station which gets you everywhere you need to go.

It was close to Shibuya crossing and the train station with plenty of places nearby to eat and shop.

The location was perfect and close to the subway, and there were loads of restaurants and great bars.

The location is great, and slightly out of the way of the hustle and bustle of Shibuya.

The walk from the train to the hotel can be rough with all of the road construction.

It has a great location in Shibuya: 5 min to the station in a quieter area.

The location to the train station is not optimal, with suitcases up and down the stairs

The location is really great, 5-7 minutes of walk from Shibuya and the famous crossroad.

The limousine bus to and from Narita or Haneda goes directly to/ from the hotel.

You can stay from harajuku and shop all the way by foot to Shibuya.

Located in the less hectic side of shibuya but connected with a pedestrian bridge.

The location was great, just a few minutes walking distance from Shibuya Scramble Crossing.

Perfectly located near Shibuya station and to the sights and sounds of Shibuya.

They are very close to the station which makes it a great base.

It feels like a pleasant little oasis in the middle of busy Shibuya.

Excellent location very close to the Shibuya station and Shibuya Scramble Crossing.

The location is superb just a few minutes walk to Shibuya crossing.

The location of the hotel was perfect for accessing the rail lines.

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.

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.

The only issue we had was that the bed was a little too soft for us and my husband ended up having to put the sofa cushions on the floor and sleep there.

I find that upgrading the room to "executive" is recommended, as the benefits are good even for the price (especially the Japanese snacks at the lounge, they're so good).

The AC says you can set the temperature as low as 59 degrees Fahrenheit (15 degrees Celsius) but I can guarantee it never got cooler than 75.

You can arrange for your luggage to be transferred by the next day if you drop it by 3pm on the day before departure.

And a room with a larger bed was only available in a smoking room that cannot be slept in because of the smell

The room we got was on the 22nd floor, it had an unobstructed view, that included Tokyo tower in the distance.

Although Booking.com does not advertise it, the hotel does have a few interconnecting rooms so we could stay with our children.

Room Service food was Just OK - priced high for what you get and would have expected higher quality food.

Everything was well stocked beautifully appointed the best shower I have experienced in any hotel anywhere around the world.

The bathroom shown in the booking.com had a separate shower enclosure but actually it was in the tub.

The view from the room was incredible, and the room itself was very comfortable with everything we needed.

No room connection, but the hotel made sure our rooms were close together and on the same floor.

If you stay do yourself a favour (I know it cost more) stay in the executive rooms.

The bathroom of the first room was inadequate (a very strange bath/shower combination) that seemed musty.

Stayed on the executive level, annd the lounge made us want to never leave our hotel.

Room service food is not available after 10 PM, which is impractical when you arrive late.

The view to the city from the rooms on the upper floors is very beautiful.

You expect much more attention to detail from a 5-star Japanese establishment than we got.

We always stay here in Tokyo because the rooms are really big, spacious and comfortable.

We paid for an extra bed but the bed was small for an adult.

There was no bed for a third person in the one room as planned.

Our shower head would not stay facing forward so showers were a bit difficult.

The room quality, amenities, size, and proximity to Shibuya station make it a winner

Yet rooms are very quiet, comfy and we had a good city view.

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).

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

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...

From the moment our cab pulled up the staff were very attentive and helpful, including a very informative concierge and porter who were willing to go above and beyond to meet our needs.

We arrived a bit early, but they were able to store the luggage for us and have it delivered to the room when our room was ready.

The reception didn't agree to deliver my uber eats to the room (and since I was with a baby, i stayed hungry at that night).

The Teams speaking great English, so it’s easy to communicate with them, and they also help and fulfill every task that you have.

The staff does not help you make a reservation for dinner right there, even though there are several restaurants available.

We dined in the Garden Kitchen Caramelo one night and found their staff to be unattentive and very rude.

Restaurant staff is the best by far then the security as well as the reception personnel are amazing!

This is advetise as 5 stars hotel so please act like one and provide 5 stars service

The staff did all they could - so we were reunited (with our passports) without any fuss

We had a couple of days of rain and they were happy to lend us umbrellas.

I felt the attitude of some of the staff at the sky bar a little off.

The service however did slip since our previous experience here which was a little disappointing.

Everybody from the front desk to housekeeping to the restaurant were welcoming and helpful.

The staff need to stop acting up and thinking they’re better than everyone.

Staff think of and take care of everything from the moment you arrive.

Staff were second to none, best customer service I have ever had!

Brilliant service too, highly recommend and will stay here again without hesitation.

Yuka in the guest lounge was a treat to speak with.

Staff was amazing, helped out with restaurant reservations and other tips

Little things like this made their level of hospitality memorable.

All staff at the reception and concierge speak fluent English.

The exec lounge had wonderful service but oddly curated menu.

I have never been treated so disrespectful in Japan.

The most amazing service from the professional, friendly staff.

Next time i would recommend trusting clients more.

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.

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.

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.

If they felt this strongly about clearing the restaurant, they shouldn’t allow anyone in after 10am, and they shouldn’t rush anyone anyways considering how expensive it was to stay there.

My only complaint is that the daily coffee that I order on arriving to breakfast is not delivered until near the end of my meal.

The buffet was fantastic by American standards but not as high-quality as the other two Japanese hotels where we stayed this trip.

Breakfast is vey pricey but lack of selections on Japanese style breakfast, supplies of foods fell behind during peak hours.

A good variety and slightly evolving menu with breakfast as well as afternoon tea followed by cocktails.

We were told that the breakfast buffet was available from 7-11am, with last seating by 10:30.

We absolutely LOVED the teppanyaki restaurant in the hotel and our amazing room service breakfast.

The buffet selection was getting a bit repetitive with the same choices every day.

However on the first morning when we had severe jet lag we fancied it.

The Japanese Style breakfast was delicious and a perfect start to each day.

Basic breakfast on the ground floor, better one on the 32nd floor!!

The breakfast selection was very poor for a 5 stars hotel.

Not a good choice of breakfast options for 5 stars hotel.

Breakfast buffet for a 5-star hotel is definitely too sparse.

Since covid, they now only serve an orange marmalade.

Also they need to start breakfast at earlier hours.

Breakfast can have more variety for the Japanese cuisine.

The breakfast is good, but the price is exaggerated.

All the pastries were from the nearest supermarket!

Breakfast buffet overwhelmed by the number of guests

Breakfast with omelet and coffee pre-order .

I found the lunch a bit light.

The Japanese breakfast was a delight.

The Japanese breakfasts were simply delightful!

Long waiting times in the breakfast

Wonderful breakfast in the mornings.

The breakfast is very disappointing.

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).

The gym is chock-a-block crammed full of cardio and weight training equipment as to be almost unusable, so you really do need to be patient with your fellow gym rats.

You literally have to get out of bed to turn off the master switch for the light, bathrooms are added and so on

The lights are not centrally controlled; each light has to be turned off manually, and it's the same with the curtains.

The bathroom in particular was heavenly after long days of sightseeing; the shower and tub just made everything comfy.

You either wait in the lobby or a secluded closed room. Neither were appealing for our group.

Laundry very expensive - guest laundry and amenities (microwave + kettle) would have been much appreciated.

The pool area has strange opening hours, usually when you are not at the hotel.

The hotel is just very old. not up to standard of a modern hotel.

Each time I went, there were only one or two other people there.

The Internet was getting stuck from time to time specially at night

Bath tub had stains, therefore I did not want to use it.

The hotel is not at all recommended for families with children.

They upgraded us to the executive lounge floor, which was amazing.

Large spaces for both the rooms and the common areas.

The bar on the top floor was an added bonus.

Lounge bar is only open between 10am and 10pm (useless)

You cannot use the coffee shop unless everybody buys something.

Lounge service, food choices, flexibility and timings are fantastic!

Lobby area needs a little face lift I thought.

Only CNN and BBC may be watched in English.

Loved the cute guest lounge in the lobby!

The hotel was very clean with good amenities.

The facilities are excellent and truly 5 star.

The rooftop, the beauty of the hotel

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.

A great club lounge offering range of dining eg breakfast, afternoon tea, cocktails and canapés along with all type of drinks.

The dinner choices in the main dining room were sparse and not very pleasing except for the Japanese hamburger.

A buffet on the lobby floor, club lounge buffet and a traditional Japanese set breakfast with vegetarian options.

We also ate at the restaurant at the top, and it was a wonderful meal and experience.

The breakfast restaurant, the organization, and the staff specifically of this restaurant on the ground floor.

The food at the restaurant Caramello is very good, and the breakfast is good too.

Now I realize why we were the only 4 people in the whole restaurant.

Hotel has many restaurants that you can eat at or order room service for.

The two restaurants, the Chinese and the French on the 40th floor.

The hotel restaurants are overpriced compared to the same things outside

The restaurant and bar on the top level had beautiful views.

Good choice of restaurants and very close to neighbouring restaurants.

Japanese breakfast is wonderful and western buffet also great.

One of the restaurant would close later than 10pm.

Meals at the many restaurants are always top-notch!

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.

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.

Pool - it shows signs of wear.

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.

I can get a solid push or pull day in no problem.

Swimming pool and gym not included in room price as standard

Gym and pool area not available to children.

Strange that they charge for the hotel gym.

Super hotel with a gym and pool.

The gym is far too small.

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.

The lobby lounge only opens at 10 am, which we did not understand for a 5-star hotel.

My reply was if that's the hotel's policy I would not come back to this hotel.

So I think the stuff need more trining to deal with customer as 5 stars

I was given a room despite arriving 4 hours ahead of check-in time.

From them arranging the airport transfer to checking in, all seamless.

I requested for a late check out at 1.30pm.

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

Has shuttle bus to both airports (at cost)

The subway is easily accessible 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