My finance and I had high hopes about dining at "The Sky" since we had read an article saying it had a great view of Tokyo. We made the reservation for a Friday night, and I was told (in writing) that the base price for dinner would be JPY9,505 per person. On Friday afternoon I had a work meeting and needed to change my reservation to the following night (Saturday).
We showed up on Saturday; view was ok but nothing great. Food was decent. Then the bill came. We were charged JPY 15,444 per person. When I pointed out that this was not what we had been quoted, I was told that this was the holiday price (effective Saturday but not Friday). I thought it was a bit unprofessional that no one had pointed this out when I changed my reservation but we decided not to let it ruin our night.
I gave the waiter my credit card, which was a Citibank American Express from Singapore. (we are expats living in Singapore). After awhile, the waiter came over and asked me to come and enter my pin. I told him, there is no pin because it's a credit card, not debit. He then said my card didn't work and we needed to provide another. My finance gave him her Citibank American Express card, also from Singapore (from her own account). She was also told her card didn't work. This was extremely strange to us since we had been using both cards the whole trip, all over Japan. We then each provided our Citibank Singapore Visa cards. They "did not work" either. When we said that we thought there must be a problem with the credit card machine at New Otani, and asked if they could manually key in the numbers or run it at another machine, our waiter became increasingly agitated and told us we needed to provide another card. He was repeating "Your card not working!" aggressively which to both me and my fiance felt like he was implying we had done something wrong or we did not really have money behind our cards, which could not be further from the truth.
At this point we had provided 4 cards. We had also stopped enjoying our dessert and coffee to come deal with the situation. It was embarrassing to us and many guests saw what was happening.
Another manager came back to our table and took a manual imprint of the card. We then left.
However, the following day, I got an email from my WORK COLLEAGUE based in Singapore. The New Otani had actually emailed my WORK saying that our cards still didn't work and the balance from dinner was outstanding. They asked my work colleague to ask if I could come back to the hotel and pay cash.
Now we were really infuriated. They got my colleague's work email from my away email address which said "for urgent / emergency matters please contact ____", and they had my email address because this is how I originally made my reservation. CLEARLY the dinner was a non-business matter and also a non-emergency matter; furthermore my cell phone was working just fine and that number was also listed on every correspondence I had with New Otani. Now my office has received emails which imply that my fiance and I don't have working credit cards. I was incredibly shocked that they would abuse my work "away" email auto message, particularly when they had my cell phone number and my cell phone worked fine. We called Citibank immediately who assured us all of our cards had ample credit and they saw no problem on their side.
The entire situation just ruined the end of our Tokyo trip and I will never be eating here again. For a 5 star restaurant and hotel, it's just unacceptable to me. The service was that of a 2- or 3-star. Employees not knowing how to use their own credit card machines or trouble-shoot situations professionally is not ok for how much you're paying.
On other notes the view is completely sub-par.
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- Also Known As:
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