Hotel Gracery Shinjuku

I loved the location, how easy it was to check in and out, how the staff kept the rooms clean daily and the view from the room.

Didn't like: I disliked the size of the room and the bed wasn't very comfortable.

Would go back again Location

Great great location and amenities and staff, but not as restful of a stay. The location was wonderful and it satisfied my 8 year olds excitement for Godzilla.

Didn't like: The rooms were very small and the mattresses trooper was extremely firm. Not the most relaxing from an 11.5 hr flight. But the facilities were great and the staff was excellent!

Perfect location.

Didn't like: The staff demonstrated limited willingness to assist in solving problems.

Great spot but staff need to up their game vs every other hotel we stayed in. Great location. Amusing Godzilla theme.

Didn't like: Impersonal staff until checkout. Very expensive bar and you can’t charge to your room.

Didn't like: The room was a bit cramped for a long stay (6 nights), there was no room to unpack our luggage.

Fun and exciting but I’d stay somewhere less touristy next time. Location, rooms were clean. staff were helpful.

Didn't like: Tiny room. Phone didn’t work. Very crowded.

Bugs reported on arrival, broken room phones, dismissive staff, and management unwilling to help The location in Shinjuku was convenient for exploring Tokyo, and the Godzilla theme was unique. We were eventually offered a room upgrade, although this was after numerous complaints and repeated requests for a partial refund.

Didn't like: Extremely disappointing experience from beginning to end. After a 14-hour flight from New York, my wife and I discovered bugs on our bed within an hour of checking in. We immediately reported the issue and were moved to another floor. We were too exhausted to take photographs, but the hotel later confirmed in writing that we reported the incident and were relocated. Their subsequent inspection did not find insects. The telephones in BOTH our original and replacement rooms were broken. A friend staying on the 16th floor also had a broken telephone. Three rooms across multiple floors had nonfunctioning phones. The hotel acknowledged these malfunctions in writing. We couldn't even call the front desk for extra towels and had to physically go downstairs whenever we needed assistance. Our laundry was also removed from a dryer and held behind the front desk without individual notification. We initially thought our belongings had been stolen. Management later explained this was their posted policy, but it added to an already frustrating experience. Worst of all was the customer service. When we complained, a female front desk employee told us, "Too bad. I'm sorry, but too bad." I repeatedly requested a partial refund from the manager, who refused every time and told me there was nobody above him I could speak with. Eventually, we were offered an upgrade to the Godzilla Floor, which I reluctantly accepted rather than spending more of our vacation arguing. After multiple emails, hotel management acknowledged the broken telephones and apologized for their staff's unprofessional conduct, yet refused even a partial refund. Their final explanation was that we had not suffered any "specific or measurable harm or loss, such as adverse health effects." Apparently, significant inconvenience, broken amenities, poor customer service, and wasted vacation time do not warrant compensation.

Excellent location in Shinjuku. Close to bars restaurants and station with direct connection to Narita.

Didn't like: Room sizes are as expected and priced accordingly. Fit a lot into 22 sq. m. !

Great location. Needs to tweak the lounge amenities & snacks. Very close to the hustle and bustle of Shinjuku. But as we were high up we never heard any noise at night.

Didn't like: We had lounge access which we paid a high price for. The service was very slow even at quiet periods. The range of snacks were very limited and strange . At busy times a sign was put up to say the the lounge was closed. This was mostly due to paying guests that did not have lounge access but were paying for goods. Overall I would not recommend lounge access.