Hotel New Otani Tokyo the Main

Nice and clean, classy and traditional Japanese style

On June 10, 2024, my family checked into Hotel New Otani Tokyo the Main. Shortly after midnight on June 13, my daughter suffered a sudden and severe asthma attack that left her struggling to breathe. Because she had never experienced asthma before, we had no medication on hand. As visitors from the United States with no knowledge of Japan’s medical system, we felt utterly helpless. I hurried to the lobby in search of assistance and was fortunate to meet the night‑shift manager, Mr. IINO. He welcomed me with genuine concern and immediately began phoning nearby hospitals. Because it was already past midnight, many facilities were no longer accepting patients, yet Mr. IINO persisted—calling repeatedly for nearly an hour—until he located a hospital willing to receive us. His care did not stop there. He arranged a taxi, printed the hospital’s address, and personally briefed the driver to ensure we arrived without delay. He even provided tissues, a vomit bag, and masks for our daughter—thoughtful details that spoke volumes about his professionalism and kindness. In our most anxious moment, Mr. IINO’s warmth and dedication brought us immeasurable comfort. Words cannot fully convey how grateful we are for his assistance; his actions will remain with us always. Though falling ill abroad is unfortunate, meeting someone like Mr. IINO—and the colleagues who support him—was a true blessing. We are equally thankful to Hotel New Otani Tokyo the Main for employing such exceptional staff, and we very much hope to have the opportunity to stay with you again in the future. With heartfelt appreciation,

The complex is humongous! So many services and restaurants, you cannot make up your mind on which restaurant to choose. The buffet dinner in the restaurant at 17th floor is amazing. The Japanese garden is a gem!!!

The room was a bit dated with a view of shinjuku, disappointing considering the advert and photos show views of the gardens. Room was a bit dated. Friendly helpful staff. Located in a quiet suburb but was a 12-15mins walk to the nearest metro.

Very nice hotel as expected. We know the hotel and good to see the Main has been well maintained. Beautiful Japanese yard. Location is convenient. The only disappointing part is the breakfast. Western style buffet in the morning has very limited items and same every day. I hope they can make more variety of the food.

The staff was great. This is a large hotel. The best things about it are: the gorgeous Japanese garden - just lovely. The rooms are clean. A newspaper was delivered every morning , which was a treat. The hotel is about a 10 minute walk for two different underground stations - but not difficult to get too. Staff arranged a cab to the airport for us. The outdoor pool was closed and there was a 50,000 yen change to use a gym with an indoor pool. We stayed in the “Main” - very nice, but the bathrooms are a wee bit dated and somewhat crowded. Perfectly functional and clean! I have found the pillows in Japan VERY firm and the New Otani is no exception. Perhaps having a pillow selection menu would be nice. We enjoyed our stay.