"Rating: 1/5
"Omotenashi" is a lie: Hygiene failures, lost orders, and management that clocks out.
I have been a loyal guest, treating the Okura as a "home away from home." But after three recent grave incidents, it is clear that the legendary Japanese hospitality they claim is nothing but a marketing gimmick. The reality is declining standards, gross negligence, and arrogance.
1. The "Omotenashi" Illusion
True Omotenashi is about anticipating needs. At Okura Amsterdam, they cannot even fulfill basic requests.
• The Lost Order: On Saturday afternoon, I placed a breakfast card for the next morning with specific instructions and a €10 tip attached to ensure smooth service. I even made personal arrangements with a staff member regarding the order.
• The Reality: The next morning, I called the Front Desk to expedite the delivery. They called me back to inform me that Room Service had no outstanding order for me. My card—and the instructions—were lost. Had I not called proactively, I would have received nothing.
• The "Panic" Recovery: I gave the order again to the Front Desk, who assured me it would arrive ASAP. When the rushed order finally arrived, it was insulting. No toast. No sugar. No napkin. And when I tried to eat my eggs, the salt shaker was completely empty.
• This proves absolutely no quality control took place. They just threw a tray together and sent it up.
2. Hygiene & Safety Risks
This is not just about bad service; it is about food safety.
• November Stay: I found a black hair embedded in the Nutella jar at breakfast. (Photo attached).
• October Stay: A privacy breach where room service presented me a bill with another guest's signature, coupled with unkempt, unprofessional staff.
3. The Ultimate Disrespect: The Silence
High prices might buy you a nice room, but the true test of 5-star luxury isn't the thread count of bedsheets—it's how they handle a crisis. The Okura Amsterdam failed this test miserably.
• I filed a formal verbal complaint with the Front Desk on Sunday morning at 11:00 AM regarding the breakfast disaster.
• I waited in my room for the rest of the day. Silence.
• I was ignored for over 30 hours. One of the managers only reached out on Monday evening. In the email I received, he admitted that he only received my complaint on Monday afternoon.
It was painfully obvious that management was too busy enjoying their weekend off to be disturbed by a paying guest. They prioritized their personal time over resolving a guest crisis. That isn't "Omotenashi"—that is 9-to-5 clock-watching."
