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Reviewed 13 February 2013

Stayed for one night at the end of our Japan trip and encountered a few problems which was disappointing for my first stay at a Best Western. Booked via their website and found the site very clunky and tricky to use. Arrived at the hotel - which is in a great location by golden gai in Shinjuku - at around 6pm and asked for a room on a high floor but was told there were none available as the hotel was fully booked. There was no option on the website to request a room on a high floor. We then went to our room on the fourth floor, just above reception and also the kitchen, and opened the door to be greeted by a strong fish smell. We used the air freshener spray and that helped cleared up the odour. The double room was very comfortable and of a good size (by Japanese standards) and the bathroom was nice with a decent size tub in a wet room. Free WiFi and cable TV also great. The room was quiet despite the loud streets. Unfortunately the food smell returned as the chefs started making breakfast and we awoke stinking of bacon and burgers. There was no room they could have changed us to so I thought a suitable resolution would have been to offer a deduction to the room rate but the manager, who took an age to say sorry despite this obviously being a routine issue that anyone staying in or near room 410 would experience, said that was 'not possible'. Opted to reject his offer of a late check out (and being located to another room) as it was our last day in Tokyo we wanted to get out and explore some more. This is obviously a daily issue for the hotel and I felt cheated - surely they should be attempting to fix this issue rather than playing dumb about the problem and hoping that guests don't complain? If i stayed again I wouldn't order the breakfast as it was quite average for the high price and their are so many cafe options within walking distance. Could have been great but it was our worst accommodation experience over 10 days in Japan and also one of the most expensive.

Date of stay: February 2013
  • Trip type: Travelled as a couple
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3  Thank PJ343
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
ASTINA20080323, お客様担当マネージャー at Citadines Central Shinjuku Tokyo, responded to this reviewResponded 14 February 2013

Mr PJ343,

Thank you very much for taking your time to write a review on your stay with us.

On behalf of our entire team, I would like to apologize for not exceeding your expectations of the room condition.
I will assure you that the issue will be addressed to our team and is to be welly discussed about.

We thank you that for staying at BEST WESTERN Shinjuku and I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

Sincerely,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 February 2013 via mobile

Knowing I wanted to stay in the Shinjuku adedkrea of Tokyo, I did lots of research and read countless reviews on hotels before choosing BW Astina. The location could not have been better. It is a straight shot from Shinjuku station ...about 5 blocks..with a handy Mr. Donut on the way. The staff at the hotel for the most part spoke good English. The breakfast buffet which was included in my room booking was a real plus and totally a factor in choosing this location. Hint if you are taking a cab from hotel to some location I suggest that you get someone at the front desk write it in Japanese to show the driver as many of them did not speak or understand English. Also carry one of the hotel cards with you to give a cabbie to get you back. I feel obligated to mention that... yes the rooms are small... but I was in one of the most exciting cities in the world so I didn't spend a lot of time in it. I would stay here again in a heartbeat.

Date of stay: February 2013
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2  Thank Zzzelda
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
ASTINA20080323, お客様担当マネージャー at Citadines Central Shinjuku Tokyo, responded to this reviewResponded 14 February 2013

Ms Zzzelda,

We appreciate your many warm comments on your stay.

We also appreciate for your taxi tips. They will be very helpful for future guests.
The rooms on the Executive floor, slightly more expensive, will have a larger capacity.
If you would like to have the best rates on your next stay for those rooms,
please feel free to contact us directly via phone or email.

Thank you once more for your review, and we will be looking forward to welcoming you again on your next visit.

Sincerely,

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Reviewed 13 February 2013

Only four stars because the bed was against the wall and the room was small- but that is quite common in Japan. Breakfast was excellent, staff were good and everything was clean. Easy to find when you leave Shinjuku station from the East exit. I would return.

Date of stay: January 2013
  • Trip type: Travelled as a couple
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Thank pollyoppy
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
ASTINA20080323, お客様担当マネージャー at Citadines Central Shinjuku Tokyo, responded to this reviewResponded 26 February 2013

Dear pollyoppy,

Thank you very much for writing a review on your stay with us.

It is a pleasure that you have had a pleasant stay.
For the beds, we have certain rooms such as twin rooms and Executive floor rooms on the higher floors, which are not against the wall.

We have discount rates for those rooms too. Please feel free to contact us directly via email or phone if you would like to stay in one of them.

Once again, I appreciate your time to write the review.
We look forward to welcoming you again in the near future.

Sincerely,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 February 2013

Heard that this is one of the best Best Western Hotel located in Tokyo. So being a loyal traveller of Best Western, we decided to try out this hotel during our recent trip to Tokyo.
Located in only 10 minutes walk to the Shinjuku Station, this hotel is located within the busy Shinjuku area. This is very convenience as there are many restaurant located within the area.
The rooms are small in comparison to most other hotels that we have stayed before, however, the room are very modern. The accessibility to the self operated washing machine and dryer within the hotel was a bonus to us as we were travelling around Japan over the last several weeks without being able to get any laundry done.
Staff were very helpful despite their limitation to the english language. Breakfast were simple yet a good combination of japanese and western breakfast items.

Date of stay: August 2012
  • Trip type: Travelled as a couple
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4  Thank LSSChia
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
ASTINA20080323, お客様担当マネージャー at Citadines Central Shinjuku Tokyo, responded to this reviewResponded 14 February 2013

Ms LSSChia,

Thank you very much for staying at BEST WESTERN Shinjuku ASTINA Hotel Tokyo.

It is a pleasure to recieve compliments of our rooms and our staff.
I am sure that our collegues will be inspired more to offer an even higher quality of service.

We hope for your continuous support for the BEST WESTERN hotels.
And look forward to welcoming you again on your next visit to the area.

Sincerely,

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Reviewed 10 February 2013

Only a 5-10 minute walk to Shinjuku station (best to take the north east exit), value for money, clean and the room size was small but not bad considering it's in the middle of Tokyo and you really should only be there to sleep! Staff were helpful, included breakfast was a good mix of simple western and Japanese food. Definitely recommend this value-for-money hotel for a convenient location close to shops, bars, restaurants and the beautiful Shinjuku Garden.

Date of stay: January 2013
  • Trip type: Travelled with friends
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1  Thank genoc1
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
ASTINA20080323, お客様担当マネージャー at Citadines Central Shinjuku Tokyo, responded to this reviewResponded 14 February 2013

Ms. genoc1,

Thank you very much for staying at BEST WESTERN Shinjuku ASTINA Hotel Tokyo.

It's a pleasure to hear that you have had an enjoyable stay.
I will pass these comments to my collegues for encouragement to future service quality.
If you feel that there should be anything that could have made your stay an even better one,
please feel free to contact us directly.

Thank you once more for choosing BEST WESTERN Shinjuku,
and we look forward to welcoming you again in the future.

Sincerely,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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