This hotel didn't allow us to check-in even after 3pm. Therefore we have cancelled and moved to Ritz Carlton. This is the worst experience in our life and never going to stay at Peninsula group.
Comment from Hotel Management
Dec 28, 2016 by Yamashita, Hotel Management
Dear Valued Guest
Thank you for sharing your feedback with us via Expedia.com. We are very sorry for the inconvenience you experienced with regard to your check-in. Once again, please accept our sincerest apology for the aggravation this caused you.
We very much regret that this incident left you with a less than remarkable impression of our hotel. Please rest assured that we have followed-up the matter internally with our team, to ensure that the service quality always meets the expectations of our guests.
We hope that you would give us an opportunity to restore your faith in The Peninsula Tokyo. I would like to personally ensure that you experience the level of attention that all of our guests are accustomed to.
Director of Hotel Liaison and Risk Management