Hilton Tokyo Odaiba in Tokyo

Most of the staff was friendly. Some laughed at me in the elevator, not sure why. Hotel was doing construction on the second floor, as a result the amenities were less than great. Couldn’t find the pool, spa, and the restaurants because you have to take a whole different elevator. Had to wander around because no one really explained that well. View was amazing from the area, room view was bland. Overall not worth the price with judgy staff that think you don’t understand what they are saying, and a lackluster hotel due to renovation and lack of service. I still treated the staff with extreme respect out of courtesy.

I recently stayed at another Hilton property—this time at Hilton Tokyo Odaiba—and unfortunately, it was a stark contrast to our experience at Hilton Tokyo earlier in this trip.
The hotel is clearly in need of a refurbishment. The overall design feels dated, and for the price paid, it felt like stepping back into the 1980s. In our room (#1322), the air-conditioning vents had visible mold on the silicone, and the marble flooring in the bathroom creaked with every step. There was also a persistent drainage odor near the toilet area that remained despite multiple flushes.
Service was another major disappointment. Staff would benefit from retraining on the difference between purely transactional service and genuine hospitality. On our final night, we had planned to have dinner at a café at Decks, only to find it closed for a private event. By the time we walked to Aqua City, it was already past 8pm and all shops and eateries were closed. We returned to the hotel restaurant but found that only the buffet was available.
I then approached the front desk to ask for the room service menu and was surprised to be told to return to my room and scan a QR code. For a five-star hotel like Hilton, I would have expected a more empathetic and proactive response—especially as I was traveling with a six-year-old child who had not had dinner. Printing the menu on an A4 sheet or offering assistance would have made a significant difference. The lack of consideration was disappointing, and I ended up telling my son we would go back upstairs and see what options were available.
The one bright spot was a staff member named Yoko, who deserves special recognition. She patiently stayed on the line to help me connect to the Wi-Fi, and when she sensed I was still struggling, she personally came up to the room to resolve the issue. She clearly recognized how stressed I was, especially with no telecommunications connection, and her assistance was genuinely appreciated. Kudos to her.
On a positive note, the balcony view from our room was truly magnificent. However, the breakfast selection at the Executive Lounge was quite limited and lacked the variety we experienced at Hilton Tokyo at the beginning of our trip.
I sincerely hope the hotel will consider refurbishing the property, retraining staff, and encouraging them to put themselves in the shoes of their guests. Hospitality should go beyond transactions—empathy and initiative matter. Change would be most welcome.