New Otani Tokyo Executive House Zen

We stayed for 3 nights and the room was really nice (although a bit of a struggle to store two suitcases in room 1230). There is also an executive lounge on 11th floor which provides complimentary food drinks which caries during the day and is a nice touch. The breakfast buffet on 2nd floor is also really nice with food selection of food (both Japanese and western).

The hotel is very sprawling and on check in they could have given a better overview of the floors and where the different breakfast areas are. What was very disappointing for me is that breakfast is complimentary in most of locations. We were under the impression that this also included room service (as the staff did not inform us otherwise and the information I room did not say anything otherwise). As we were leaving early we got room service however when it arrived they tried to charge ¥89000 (around €80) for two plates of fruit and two portions of pancake. I found this unacceptable and I explained we were not informed of this charge as shown in the photos (after they phoned management, they left one plate of fruit but took the pancakes away). Given that we are paying over €500 per night I would have expected hotel management to err on the side of the customer instead of letting pancakes being thrown out). This put a very sour taste on an otherwise good stay. We have stayed in a number of 5 star hotels and this would have been handled much better in other hotels)