My Chanel perfume was stolen from my suitcase. I couldn't find my Chanel perfume on the day I checked out of the hotel (it was a brand-new bottle I brought specifically for this trip). I didn't think much of it at the time because we were running late for the airport.
While waiting to board our flight, I double-checked my carry-on suitcase and still couldn't find the perfume. I then called the hotel to report the incident and to ensure this wouldn't happen to future guests. I spoke with the Reservation Desk Manager, but she repeatedly told me she needed to check with the Lost and Found department. I explained several times that the perfume was not lost--it was stolen from my suitcase while I was staying at the hotel.
She then informed me of the hotel policy stating that housekeeping never touches guests' personal belongings or suitcases. I replied that I was already aware of the policy, but I am confident the perfume was stolen. I simply wanted the hotel to report the incident to the Housekeeping Manager and take necessary precautions to prevent similar incidents from happening again. She said they would contact me via email after their investigation.
To this day, I have not received any follow-up or email from the hotel.
We made our reservation based on a recommendation from a co-worker, and the rate was around $250 per night for our stay in May/June 2025.
Our check-in experience was also terrible. The hotel only allows check-in at 3:00 PM. We arrived at 2:30 PM and were told we could use the self-service kiosks, which turned out to be extremely difficult to use. After 15 minutes of trying, we sought help, but the staff assisting us did not speak English well and told us to create an account instead of helping us check in. By the time we gave up and got in line, it was 3:00 PM and the line was extremely long because everyone was trying to check in at the same time.
It took about 45 minutes to get checked in and receive our room key.
I was very disappointed when I entered the room. The bathroom resembled that of a cruise ship cabin with plastic walls and fixtures. It was extremely small and not built with traditional materials. The bathroom had a strong smell of urine, and the floor was yellow around the toilet. The mattress was very hard and uncomfortable.
The hallway leading to our room smelled musty and smoky, and it was very dark with insufficient lighting.
We absolutely do not recommend staying at this hotel and we will definitely not be returning.
Way below expectations.
The front desk service is terrible: the staff is unfriendly, barely speaks English, and doesn’t make anything easy. There are huge lines to check in, and the self check-in machines almost always fail — you end up needing help anyway. You can easily wait over 20 minutes just to check in.
They don’t give you any useful information (not even breakfast times or booking details), they just hand you the room key and that’s it.
Rooms are old, they smell strongly of humidity, the air conditioning barely cools, there are almost no outlets, and the bathroom is a noisy plastic cabin. No amenities provided either.
Breakfast is varied, but a total mess: you have to queue to get in, then queue again for everything inside, even just for coffee. It’s packed, with no space to move and zero organization — truly stressful.
From the outside the hotel might look impressive, but inside it’s poorly managed, dated, and definitely not worth the stars it claims to have.
Would not recommend.
# Hotel Review
I recently stayed in the Annex Tower for three nights at the end of April, and here are my thoughts:
### Pros
- **Good Gym**: The fitness center was well-equipped and a highlight of my stay.
- **Friendly Service**: The staff were very accommodating and ready to assist with any requests.
- **Daily Cleaning**: The rooms were cleaned thoroughly every day, with fresh towels, pajamas, and water bottles provided. The view was also good.
### Cons
- **Pool Closed**: I was excited about the pool, but found out at check-in that it’s only open during the summer.
- **Smoke Odor**: Although we had a non-smoking room on a non-smoking floor, there was a persistent smell of smoke. After raising the issue, the staff tried to address it, and it improved for a day. The rooms are quite old and used.
### Conclusion
Overall, it was a not bad stay, but was not worth the high price. The friendly service and cleanliness made up for some of the drawbacks.
Good hotel with a great location in Shinagawa. An excellent location, 1 minute on foot to access Shinagawa train station where you're connected to all Tokyo.
Room was clean, comfortable and with excellent view. There was a workspace to work, a mini-bar and complimentary tea, coffee and mineral water were served daily. Bathroom was OK with a very comfortable toilet.
Friendly, helpful and polite staff, internet connection was OK.
Breakfast was OK but due to the fact that the hotel is very busy and full of tourists most of the time, you have to wait in a very long queue/line if you would like to have intercontinental breakfast at Hapuna (Main tower) otherwise you can choose different options (Japanese or Chinese restaurants are much less crowded).
I was satisfied and definitely will return in the future, recommended.
Super close to the subway. Rooms were nothing special, but clean. the place smelled like seaweed and tea but i didn’t mind lol. definitely not been deeply renovated like since the 80’s. short ceilings. but great location for a quick night stay after flight. i would go back if i didn’t have time to get to another hotel or was too tired to travel any further from the airport/subway.
