Hotel New Otani Osaka

All in all this hotel is fantastic, although a bit dated but you easily forget that when you meet the staff and the amenities this hotel has to offer. Their Yugentei restaurant is especially recommended from my end. It's an excellent choice for both business as well as family alike. I think my only point of criticism would be their beds, which are way too hard for me. I have a very bad back and as such it was hard for me to find a pleasant way to sleep, but somehow I didn't have any severe issues from it in the morning? Anyway, we loved our stay at the hotel and would definitely come back if we had another trip to Osaka planned anytime soon.

We stayed at this hotel for two nights on a business trip, accompanied by several of our employees. We chose this hotel expecting a comfortable and relaxing environment to support a series of important meetings and provide our team with a pleasant stay. Unfortunately, we were deeply disappointed by an unpleasant incident at SATSUKI. When we asked a male staff member at the reception about the dinner buffet, he responded in a surprisingly rude and dismissive manner. He even made a clear hand gesture to shoo us away, as if urging us to leave — an experience that was both unprofessional and unacceptable, especially in a hotel of this caliber. We were genuinely shocked by the attitude displayed, as it was unlike anything we’ve encountered at a hotel before. To make matters more striking, we stayed at another long-established hotel in the same price range shortly afterward, where the service was exceptionally warm and the experience thoroughly pleasant. That contrast made the situation here feel all the more abnormal and disappointing. For a hotel in this price range, the experience would normally merit a one-star rating. However, after we submitted a formal complaint, the hotel manager responded with sincerity and professionalism. We appreciated the follow-up, and in the spirit of fairness — and with the hope that service standards will improve — we have decided to leave a two-star review.

The hotel has clearly seen better days. Much of the interior feels worn and outdated, and a renovation is long overdue. One of the most disappointing aspects was that access to the gym and pool is not included in the room rate, even though the hotel’s website strongly implies otherwise. For a five-star property, I would expect more transparency and included amenities that are standard at this level. The location is convenient and the staff are friendly, but overall, the experience did not meet the expectations I had based on the online ratings.