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“Disappointing and relatively uncaring service”
2 of 5 bubbles Review of Shiba Park Hotel

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Shiba Park Hotel
Ranked #15 of 108 Hotels / Ryokan in Minato
Certificate of Excellence
2 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“Disappointing and relatively uncaring service”
2 of 5 bubbles Reviewed 1 week ago via mobile

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.

Stayed April 2017, travelled with family
Helpful?
Thank Ben M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
芝パークホテルフロント, フロント オフィス マネージャー at Shiba Park Hotel, responded to this review, 1 week ago
Dear Mr/Ms Ben M,

Thank you very much for your stay.
We are so sorry for the inconvenience of the Limousine bus service, and the action of
our staff to arrange you another alternative. It is our mission to give comfortable stay
in all means. We were also supposed to stand close to your side and try to solve the situation. It is regretfully fail service. We will emphasize more to have a stand point of
the guests in our staff educations.
Regarding the air conditioning, we have some rooms that its temperature controlled
by one channel, the guest could not control temperature in their room as they would
like to. We are not sure the smell came from. If you give us your specific room number,
we would like to check more closely.

It is our obligation to adjust the service standard to invite you again.
Thank you very much for sharing your precious opinion.

Best regards.

Yasuhiro Kodaka
Assistant Manager
Reception Desk
Shiba Park Hotel / Shiba Park Hotel 151



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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,002 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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California
Level Contributor
12 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 bubbles Reviewed 2 weeks ago

We stayed two nights at the top floor of the annex building, quad room. The room was spacious (almost as big as American hotels of comparable price range) and fairly luxurious. Used room service for one night with the kids bit jet lagged and they were able to modify items on the menu to adjust to vegetarian/other preferences. No problems communicating all of this in English and the room service menu has a very clear annotation of ingredients of each item to help diet, allergy restrictions. Location is great - short walk to 3 subway stations and the hotel gives you a nice map of the neighborhood and food options.
Wifi speed could be better. Also the walking directions from train stations to hotel on the website can be clearer - I would suggest improving the map drawing.

  • Stayed April 2017, travelled with family
    • Value
    • Cleanliness
    • Service
Helpful?
Thank hoolavoo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
10 reviews
5 hotel reviews
2 of 5 bubbles Reviewed 2 weeks ago via mobile

We stayed 5 nights. Much too expensive for quality and service - room was barely cleaned and smelled horrible. Old building and furniture. Situation is good and staff adorable but not worth 250usd/night without breakfast.

Stayed April 2017, travelled with family
Helpful?
Thank petitepomm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
副支配人, フロント オフィス マネージャー at Shiba Park Hotel, responded to this review, 2 weeks ago
Dear petitepomm,

Thank you for staying wity us and taking the time to comment on your stay at the Shiba Park Hotel. We are disappointed to learn your stay with us was not to your satisfaction and apologize for any inconvenience caused. Your comments have been already shared with associated managers and we are discussing that.

We hope to have the opportunity to welcome you back in the future.

Best regards,
Mizuki Ito
Manager,Reception
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Fremont, United States
Level Contributor
3 reviews
5 of 5 bubbles Reviewed 2 weeks ago

We just came back from a 2-week trip to Japan and stayed at 4 different hotels on this trip. The Shiba Park Hotel is the best of all. It is conveniently located close to train station, Todaiji Temple and Tokyo Tower. It is also in a very nice part of Tokyo which is quiet but in walking distance to restaurants and shopping. The people at the reception area are very helpful and speak English well. The room is very spacious. We will definitely stay there again next time.

Room Tip: Ask for a room at the main building where the reception is located.
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  • Stayed March 2017, travelled with family
    • Location
    • Rooms
    • Service
Helpful?
Thank Sylvia H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Singapore, Singapore
1 review
4 of 5 bubbles Reviewed 2 weeks ago

We really enjoyed our stay at Shiba Park Hotel. Sure the rooms are a little dated and the wifi needs to be a little faster, but the staff and location made this a top choice for us. Clean rooms, staff happy to help in anyway possible and a fantastic location made our stay. I do agree the rooms were too stuffy, but as we were out most of the time it didn't imact on on us too much. Explore the laneways around the hotel - we found some great little bars and food places. The short walk to the metro and the JR Yamonote line made getting around Tokyo a breeze. We will return to stay at Shiba on our next trip to Tokyo.

Room Tip: You can catch the airport limousine bus to Narita and Haneda airport from the hotel.
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  • Stayed April 2017, travelled with family
    • Value
    • Cleanliness
    • Service
Helpful?
Thank n0rf0lktime
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Shiba Park Hotel

Property: Shiba Park Hotel
Address: 1-5-10 Shiba Koen, Minato 105-0011, Tokyo Prefecture
Region: Japan > Kanto > Tokyo Prefecture > Tokyo > Minato > Odaiba / Shiodome / Shinbashi
Amenities:
Bar / Lounge Business Centre with Internet Access Free High Speed Internet ( WiFi ) Restaurant Room Service Airport Transportation
Hotel Style:
#15 Family Hotel in Minato
#24 Romantic Hotel in Minato
#32 Business Hotel in Minato
Price range (per night): $170 - $292
Hotel Class:3.5 star — Shiba Park Hotel 3.5*
Number of rooms: 199
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 
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Also Known As:
Hotel Shiba Park
Shiba Park Minato
Shiba Park Hotel Tokyo, Japan

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