セルリアンタワー東急ホテル

• N

  NAOKO

  2026年06月02日

  
  3普通

  ポーターがかよわそうな若い女性しかいなかったので、荷物を運ぶのを手伝ってもらいにくかった。海外の男性は女性に荷物を運ばせるのは嫌がるのに、なぜそのような配置をしているのか？非常に不思議です。適材適所のスタッフ配置をしてほしいです。

• N

  Navid

  子供連れの家族旅行 · 2026年05月15日

  
  1非常に悪い

  I had a very disappointing experience at Cerulean Tower Tokyu Hotel in Tokyo. For the price they charge, I expected a much higher level of cleanliness, comfort, and service, but unfortunately the experience was not worth the money at all.The room did not feel clean, and one of the biggest issues was that they did not provide a baby crib. Because of that, my wife and our child had to sleep on the floor, which is completely unacceptable for a hotel at this price level.The most frustrating part happened on the day of checkout. My two-year-old has a food allergy, so during our stay we had been ordering a simple spaghetti with beef for him every day. After checkout, we tried to order the same dish from the lobby-level restaurant before leaving. The staff first asked for our room key. When I explained that we had already checked out and only wanted to order one spaghetti for my child, she refused service and said they were full.This was extremely disappointing, especially because it was for a young child with a food allergy and we had been ordering the same meal throughout our stay. Overall, the hotel is very expensive, but the cleanliness, service, and family support did not justify the price. I would not recommend this hotel and would not stay here again.

  セルリアンタワー東急ホテルからの返信（2026-06-02T00:54:32Z）

  Thank you very much for choosing to stay at Cerulean Tower Tokyu Hotel. We sincerely appreciate you taking the time to share your feedback with us following your stay.We take your comments very seriously and have carefully reviewed the circumstances with the relevant departments. Please allow us to share our understanding of the situation and address your concerns.■ Accommodation Details and Baby Crib AvailabilityWe sincerely regret that your family was not able to rest comfortably during your stay, and that this caused inconvenience.For your stay, the reservation was registered for two adults, one child , and one infant. In accordance with our standard procedures, the room was prepared with three beds to fulfill the specifications of your booking.Regarding the baby crib, we noted that your youngest child was 2 years old at the time of check-in. For safety reasons and in line with our safety regulations, baby cribs are available for infants under 12 months of age. As such, for a two-year-old child, our standard practice is to ask that they share the existing bedding with an adult.Also our records, including standard housekeeping inspections, confirm that the room was provided in accordance with our hotel standards, However, we could have explained our policies, ensured that you understood the risks, and then, upon receiving your consent, arranged a baby crib or taken similarly flexible measures. We regret that we were not more accommodating in this perspective.■ Post-Check-Out Restaurant ExperienceWe sincerely apologize that your experience at our restaurant did not feel welcoming on the day of your departure.We have reviewed the situation and, while it was our sincere intention to welcome you, the restaurant was operating at peak capacity during lunch due to a high volume of advance reservations. Although some tables may have appeared available, they had already been reserved for guests scheduled to arrive shortly thereafter. Consequently, the only immediate seating we were able to offer was at the counter.Our staff invited you to view the counter seating in an effort to help explain the situation and explore available options with you. However, we sincerely regret if this approach felt unwelcoming or gave the impression that we were unable to accommodate you.Furthermore, it appears there may have been a miscommunication regarding your child’s dietary requirements. Had we fully understood the matter from the outset, we would have made every effort to accommodate your child. We deeply regret that we fell short of the level of service you expected.We are truly sorry that, despite your stay with us, we were unable to provide you with a fully comfortable experience, and we sincerely appreciate your kind understanding.Best regards,Cerulean Tower Tokyu Hotel

• K

  Kiyomi

  カップルで旅行 · 2026年04月27日

  
  5非常に良い

  角部屋で快適でした。海外駐在時のかなり前に出張でよく利用していました。

  セルリアンタワー東急ホテルからの返信（2026-05-21T11:25:23Z）

  セルリアンタワー東急ホテルをご利用いただき、誠にありがとうございました。角部屋にて快適にお過ごしいただけたとのこと、大変嬉しく存じます。また、海外にご駐在されていた頃から当ホテルをよくご利用いただいていたとのこと、当時の思い出とともに再びお迎えできましたことは、私どもにとりましても大変光栄でございます。長年にわたるご愛顧に心より感謝申し上げます。またのお帰りを、スタッフ一同心よりお待ちしております。

• ?

  ??

  カップルで旅行 · 2026年02月21日

  
  5非常に良い

  共用部内外、宿泊室すべてが清潔感がありメンテナンスが行き届いている印象でした。また、一部無理なお願いにも真摯にご対応いただき感謝しております。25年前に渋谷に居住していた思い出を振り返るとともに銀婚式で利用させていただきましたがまさかのセルリアンタワー竣工後25年目であることをスタッフの方から渋谷界隈の変遷とともに紹介いただき、感無量でした。一生忘れないひとときを過ごさせていただき本当にありがとうございました。

  セルリアンタワー東急ホテルからの返信（2026-03-02T09:12:38Z）

  この度はセルリアンタワー東急ホテルにご宿泊いただき、誠にありがとうございました。また、銀婚式という大切な節目に当ホテルをお選びいただきましたこと、心より御礼申し上げます。共用部や客室の清潔さなどにつきましてお褒めの言葉を頂戴し、大変嬉しく拝読いたしました。また、ご要望に対してお客様のお力になれたことを、スタッフ一同光栄に存じます。25年前に渋谷にお住まいだった頃の思い出と、弊館の竣工25周年が重なる形となり、街の移り変わりとともに時間の流れを振り返っていただけたことは、私どもにとっても特別な喜びでございます。「一生忘れないひととき」とのお言葉をいただき、心より感謝申し上げます。これからも、お客様の大切な時間に寄り添えるホテルであり続けられるよう、より良いサービスの提供に努めてまいります。またお迎えできます日を、スタッフ一同心よりお待ち申し上げております。

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