As someone who lives in Japan, I have come to understand the typical standard of service here. Anything within policy and within clearly stated rules is free reign, but there is no sympathy or compassion for those who get screwed.
In our case the hotel shuttle was full and we had tons of luggage to handle, making the train ride less feasible. While it is understandable that busses get full, we had tried to make the bus reservation days in advance only to be told that we would have to wait the day prior to make the reservation for the bus. The day comes and we're told it was full. Fine, the bus is full. But that's not the point.
The point is that we were understandably upset and demanded an alternative. Rather than immediately trying to calm the situation down, perhaps by calmly sitting us down and comforting us with the obligatory cheap tea that is commonly served in business transactions and meetings, we were repeatedly told that there is nothing they can do. Only after a lot of frustrated attempts at trying to get them to realize that we wanted help did they actually do something. They suggested we take another shuttle at another hotel, which would cost the same as the original plus the taxi to get there.
It was only after I looked up a better alternative that we found a solution. The point that I'm making is that this situation didn't have to end in ill will if only the hotel staff understood how to actually deal with irate customers. For one the shuttle, normally offered for free at most American hotels, was appallingly expensive and at ridiculous 2 hour intervals. Busses get full, but how can you take more of your customers money if you run a bus only every two hours?
For two, the staff while, "helpful", had almost no idea how to deal with customers who really want to get their way. Of course people can't always get what they want but that's why you need to know the art of convincing them that they want what you want. The staff here did not understand this principle.
Finally, in regards to the actual rooms. Severely small, even by Japanese standards. The last night we were there a strange smell wafted from the window and there was supposedly no air conditioning. A hotel with no air conditioning getting 4 stars? Have they drugged the guests?
I would have loved to give a better review but a hotel should not be rated by its facilities and amenities alone. Service is honestly the most important factor. While they certainly understand the Japanese standards of service (say politely with a smile but don't budge), their standard of service for foreign guests is somewhat insulting.
- Official Description (provided by the hotel):
- The Shiba Park Hotel is a city hotel established in 1948 as a hotel for foreign trade delegations. Since then, the hotel has welcomed many guests from overseas. There are 199 guest rooms of various types, Japanese restaurant Hanasanshou, Chinese restaurant Peking, steak restaurant Old City Grill House and bar Fifteen's. Conveniently located in central Tokyo, the Shiba Park Hotel is easily accessible to and from both Haneda and Narita airports by the Airport Limousine Bus. There are 4 train and subway stations within a walking distance, offering great access to Tokyo's major sightseeing spots and business districts. The Shiba Park Hotel continues to welcome guests from around the world with the hope for guests to "feel relaxed as they are at home, even in the midst of a trip." ... more less
- Reservation Options:
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- Also Known As:
- Hotel Shiba Park
- Shiba Park Minato
- Shiba Park Hotel Tokyo, Japan