Oakwood Premier Tokyo, Japan

Today’s review is about a recent stay at Oakwood Premier Tokyo. And as suspected, it illustrates disappointing service and a severe health hazard.

This guest had actually stayed at this property several times a year in the past. It used to be a reliable and comfortable choice, especially because of its fantastic location right next to Tokyo Station. However, since the property changed ownership, there has been a noticeable decline in both service and hygiene.

The most serious issue during their stay in May and June 2025 was the presence of bed bugs.

“From the very beginning, we’ve experienced repeated bites and reported this to the front desk and management. Despite staying for an extended period and raising the concern multiple times, the issue was never properly resolved.

Instead of taking decisive action, the response from staff was marked by confusion, doubt, and a lack of clear communication.

The situation reached a low point one day when we returned to our apartment after being out. We found the bedroom in a completely unacceptable condition—the duvet and sheets were on the floor, the mattress was left uncovered and unmade, and the apartment had not been cleaned at all, despite clear signs that staff had entered during the day.

This was immediately reported to the front desk. However, even six hours later, when it was time to go to sleep, nothing had been fixed. The room remained in the same state.

Although the front staff offered repeated apologies throughout the stay, no effective action was taken to resolve the situation.

What made matters even more concerning was what happened upon departure.

The hotel provided a report claiming that an inspection had found no evidence of bed bugs. This was despite the fact that we had visited a hospital, where medical professionals clearly confirmed that the bites were consistent with bed bugs.

We even shared the hospital report and photographic evidence with the hotel, but this did not lead to any meaningful response.

For us this raised serious concerns about whether the inspection report was intended to address the issue—or simply to protect the property from further complaints."

Overall, this experience highlights a significant failure in handling a serious issue.

A situation like this should have been addressed immediately and professionally—especially at a property that presents itself as a five-star accommodation in one of the world’s leading cities.

The guest ultimately left feeling not only disappointed, but also concerned for future visitors, as the issue appeared to remain unresolved.

Danger rating:

★★

Risk to health and safety