JW Marriott Hotel Tokyo

非常豪華的飯店，早餐非常特別，好好吃，好像在博物館裡面，下次還會再來的飯店，非常低調又奢華的服務也很喜歡

房間很大 服務也很好 各方面都很滿意 下次來東京還會選的酒店

I booked an Urban Deluxe room as a Titanium member. On check in I was upgraded to the Bay Deluxe room, not bad. I had a bit of a hard time finding the entrance from Takanawa Gateway Station and even some of the locals were not quite sure but once I found it on the southern end of the building west of the station I had no issues. The room itself was clean, brand new, sharp, and modern. Ali, the assistant front desk manager, took me to the room and it’s a good thing he did as there were a few technical hiccups such as the initial key not working on the elevator and the lights not automatically coming on when entering the room. Minor technical issues in a new hotel, I’m sure. The room was spacious and I appreciated the design. The bay side had a nice view of Rainbow Bridge and I was even able to see the fireworks in the distance over Tokyo Disneyland if I looked closely at the right time in the evening. The bathroom had a really nice shower and I was very satisfied with the quality of the room. The hotel itself is located on the southern end of Takanawa Gateway City on the western side of Takanawa Gateway Station. I believe that this is the closest to a station and most convenient hotel I’ve stayed at in the Marriott portfolio. The hotel a boasts really nice, modern, black theme throughout the hotel grounds and I enjoyed my time there. I unfortunately did not have time this trip to partake in breakfast however I did check out the executive lounge for tea time and cocktail hour. Tea time had some enjoyable snacks, desserts, and drinks while cocktail hour featured some really amazing offerings such as inari sushi and a braised wagyu stew that was very popular among my fellow guests. The lounge was an excellent benefit and is worth the upgrade for those without status. I’m someone who is out of the room a lot and so convenience is important to me however I also appreciate a high-quality room and luxurious facilities so I may go so far as to say this hotel is my new favorite out of Marriott’s current portfolio in Tokyo.

This hotel is opened in October and is the first JW in the Tokyo area. We visited on its first monthly anniversary and was not disappointed. Whereas the design of the hotel and rooms are beautiful, what truly stands out is its friendly and professional staff. A big shoutout to Josephine and her Executive Lounge team, they paid attention to every little detail and made sure all our requests were entertained. The breakfast and afternoon tea offered in the Lounge is of exceptional quality as well. I believe it is no different than what is provided in their restaurants. I am offered a room overlooking the Rainbow bridge, and I strongly recommend this side. The view is better, and the sound from the train tracks is not apparent from my room and didn't bother me at all. This hotel is only 1 month old and I'm sure it will run better with time. We will definitely come back next time we visit Tokyo.

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