Ratings based on 153 Verified Reviews
4.1 Room cleanliness
4.1 Service & staff
3.9 Room comfort
3.8 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 22 Nov 2024
Comment from Hotel Management
22 Nov 2024 by サットンプレイスホテル上野, Hotel Management
この度はサットンプレイスホテルをご利用いただきありがとうございました。お客様に満足して頂けたようで光栄に存じます。当ホテルはJR上野駅から徒歩約一分という立地に定評がございます。そのため次回上野周辺でお宿をお探しの際もぜひ当ホテルをご利用くださいませ。
by A verified traveler
Posted 14 Nov 2024
Card keys will be more convenient
Comment from Hotel Management
14 Nov 2024 by Sutton Place Hotel Ueno, Hotel Management
Thank you for staying with us and leaving a review.As you mentioned, at our hotel, we currently use cylindrical room keys. We have received some feedback that they can be difficult to use, so we are considering installing card keys or other options based on this feedback.Our hotel is located really close to JR Ueno station so please stay with us again next time you visit Tokyo.
by A verified traveler
Posted 12 Nov 2024
Excellent Service
Comment from Hotel Management
12 Nov 2024 by Sutton Place Hotel Ueno, Hotel Management
Thank you for staying with us and leaving a review.We are very glad that you were satisfied with our service. We will further improve our quality of service.Our hotel is located really close to JR ueno station so please stay with us again when you visit Tokyo next time.We look forward to welcoming you back in the future.Sutton Place Hotel Ueno
by A verified traveler
Posted 10 Nov 2024
I didn’t know much about this hotel before booking. It is based on self help e.g.
1. Throughout my stay from Nov 04 to Nov10, upon check-in, I was told no staff will enter the room to change bed sheets, also not cleaning. I was instructed to take litter to collecting bin on 2 fl.
2. I was also told for used/dirty towels, I must return to 2fl. collecting bin, and pick up clean towels from 3fl office.
3. In the 5 times I went to 3rd floor check in counter, always greeted by a new face and many staffs only speak very basic English. Some Can’t give clear / understandable answers.
4. When I checked out on Nov 10, around 7:15am, there’s no staff on duty at the office counter. There’s a notice: telling guests just return the room key into a small box for checking out.
The above is not complain, just let your company know the real situation.
Comment from Hotel Management
11 Nov 2024 by Sutton Place Hotel Ueno, Hotel Management
Thank you for staying with us and leaving a review.As you mentioned, we basically do not provide housekeeping service for the consecutive stay. But we can offer just a simple one if you require and let us know by the day before. We are sorry for not explaining about it when checking in. We look forward to welcoming you back in the future.
by A verified traveler
Posted 28 Oct 2024
Nil
Comment from Hotel Management
29 Oct 2024 by ホテルのマネージャー, Hotel Management
Thank you for staying with us.We are very glad to get such a high score from you.We look forward to welcoming you back in the future.
by A verified traveler from kensington
Posted 23 Oct 2024
Comment from Hotel Management
23 Oct 2024 by ホテルのマネージャー, Hotel Management
この度はサットンプレイスホテルをご利用いただきます。またのご利用をお待ちしております。
by A verified traveler
Posted 21 Oct 2024
Comment from Hotel Management
21 Oct 2024 by Sutton Place Hotel Ueno, Hotel Management
Thank you for staying with us.We are very glad to get such a high score from you.We look forward to welcoming you back in the future.
by A verified traveler
Posted 8 Oct 2024
It was convenient.
Comment from Hotel Management
8 Oct 2024 by Sutton Place Hotel Ueno, Hotel Management
Thank you for staying our hotel.We appreciate getting nice review.We hope you will use this hotel again.
by A verified traveler
Posted 6 Oct 2024
Friendly staff
Comment from Hotel Management
7 Oct 2024 by サットンプレイスホテル上野, Hotel Management
Thank you for using Sutton Place Hotel. We appreciate you taking the time to leave a high review.We look forward to welcoming you again.
by A verified traveler
Posted 6 Oct 2024
Building is old, toilet and bathroom together, old tiles on the wall, bad smell in the corridor....
Reservation staff was nice but not skillful enough. They were not really handling it well when my reservation info didn't show up right away and I was fretting. Staff started to speak Chinese to me although I told him I prefer Japanese. And having to insist on that for 3 times to have him switch to Japanese was also not well...
Bed was good but towels give an unpleasant smell.
I believe for this quality, the price is so much overrated.
Comment from Hotel Management
8 Oct 2024 by Sutton Place Hotel Ueno, Hotel Management
Thank you for staying with us.We sincerely apologize for not only the smell of corridor and towels but also making you fretting because of staff's handling. We will make sure to improve our quality of service further.
