Ranked #2 - The Ritz-Carlton Kyoto: The Hotel That Changed How We See Luxury in Japan
It was our first luxury stay on points. Its genuine, consistent hospitality became the benchmark for every hotel that followed.
Where It All Started
As stated in more detail in the post “What The Ritz-Carlton Kyoto Means to Us,” this hotel was the first luxury hotel we had the pleasure of staying at with points.
On that same honeymoon trip, we stayed at the iconic Park Hyatt Tokyo (not Kyoto), and a stunning ryokan right near Mount Fuji called Konansou.
Both experiences were singular in their own ways, and yet The Ritz-Carlton Kyoto somehow left its mark, etching itself into our memories and compelling us to keep returning.
Still Ahead of the Curve
Even after visiting dozens more boutique and luxury hotels around Japan, the Ritz Kyoto remains aesthetically ahead in design, concept, and overall ambience.
There is something inviting and immediately superior about the way this hotel was designed and operates.
Even all the way back to our first visit in April of 2016, only two years and two months after its grand opening, the customer service was already that of a hotel of its caliber that had been around for much, much longer.
The Uniformity Test
When people think of good hotel service, they often think of Japanese hospitality, which is known for going above and beyond.
While this is absolutely true and amazing, I also equate good hospitality with uniformity - meaning, are there only a few standout hotel staff, or is everyone across the board friendly and helpful to the same standard?
This one metric often tells you more about a hotel's culture than anything else. Another important factor not to be overlooked is how human they are.
This is obvious to any American customer service professional - the best ones really invest their time and energy to remember your name and preferences and genuinely get to know you so they can assist you in any way.
Polite Isn’t Always Personal
In Japan, I notice that while many high-end hotels employ very competent workers, their service can come across as systematic or aloof, even disinterested at times.
Some hotels, like the Roku Kyoto LXR (when they first opened), had such a bizarre array of hotel staff that all seemed disinterested and cold, that I never wanted to return, even though the hotel was beautiful. (They’ve improved dramatically since - and yes, we returned for the outdoor heated pool)
So in a nutshell, my ideal hospitality goes above and beyond, is consistent, and personable to a professional degree.
That last one seems to be really difficult for Japanese workers - and to a large extent, it makes sense when you consider the culture.
Japanese people all have a small hedge, or wall, if you will - and they keep that social buffer strong, resulting in polite, efficient interactions with others.
But as soon as that barrier comes down, you will literally have no secrets - from income, weight, age, and so much more, their personal information floodgates burst open.
In a culture of social extremes, I think it is difficult for hotel staff to walk that very fine line between being polite, helpful, and yet personable without being too intrusive.
All of this cultural baggage, coupled with the rather dark work ethic common in the hospitality industry (overwork and competition), results in competent but empty service.
And when everyone is tired and feels scrutinized, no one works freely - resulting in a very awkward experience for the guests.
Hospitality, like tea, can be deliciously rich - or leave a bitter aftertaste. Care is what makes the difference.
Okay, Back to the Ritz
But with all of that out of the way, I can now fully explain why the Ritz Kyoto has been, is, and hopefully, always will be special.
The guest relations staff are all friendly and genuinely warm. It doesn’t feel forced, and it doesn’t make you feel awkward when they offer to do something.
We’ve had really enjoyable conversations with various staff members, and each interaction felt authentic.
An event coordinator from the Ritz team guided Cory through her kimono experience. From beginning to end, Cory was all smiles. The level of care and attention was so thoughtful that it genuinely felt like we were the only guests there.
What made it even more memorable was what happened two years later.
We were walking across the bridge near the Ritz - not even staying at the hotel - when we passed her, and she immediately recognized us. Playfully, she said she hadn’t seen us in a bit, coyly looking back towards the hotel.
That small moment meant so much. It made us feel truly special. And she is (our favorite, not going to lie) just one of the many incredible people we’ve had the pleasure of meeting at the Ritz Kyoto.
She took countless photos of us - so naturally, we had to turn the camera around and get one with her too.
The Human Advantage
In a world inundated with fake news, fake photos, and AI augmented reality, it’s really the only edge humans have left - to be distinctly human - and that just cannot be faked or replicated.
It’s true that not everyone staying at these hotels is looking for conversation or genuine connections.
But the fact that it can be readily found is quite special to me.
Even if you were a famous person trying to avoid the limelight for a bit, to rejuvenate and find your peace after getting so peopled out, I imagine it would be kind of nice for you to find a genuine person trying to help you enjoy your stay.
Surprisingly, at most other high-end properties, not everyone looks happy or seems to truly enjoy their role.
Why Isn’t It #1?
I can’t believe I haven’t touched on all the other reasons why I love this place - but after saying so much, there must be a burning question on your mind: if you are raving so much about the hospitality here, then why on earth is it NOT ranked in first place?
That’s a very good question - and I’m actually not entirely sure how I would have answered had I been just conversing, and not spilling my brain and heart on paper.
My honest feeling is that The Ritz-Carlton Kyoto (#2) and the Park Hyatt Kyoto (#1) are extremely neck-and-neck.
They are both hotels we’ve returned to a handful of times, and despite the fear that they might not live up to the first experience, they have never let us down.
They both offer something new each time, yet the service and quality remain consistent.
The top 3 photos are from our visits to Ritz Kyoto. The bottom 3 are from PH Kyoto. All very special moments!
So, My Stomach Decides
In the end, it boils down to what I find most important when traveling.
Of course, aside from visiting family and friends, the number one reason I travel to Japan is for the food.
It’s true that even good food can taste like ash if you’re in bad company — but the converse is also true: just because there is good service at a hotel doesn’t mean the food suddenly tastes amazing.
I fell in love with Park Hyatt Kyoto’s food offerings - namely, its incredible partnership with restaurant Kyoyamato.
The hospitality at the Park Hyatt Kyoto is extremely high-class, and while I haven’t enjoyed any particularly memorable conversations with the staff, there has always been a peaceful, serene hospitality that defines it.
Step Outside and You’re There
The final, tiny little edge the Park Hyatt Kyoto has over the Ritz Kyoto is its exclusive location.
Its proximity to one of the most coveted areas of Kyoto gives any traveler a huge advantage: just step out the peaceful hotel doors and be immediately in one of the most interesting shopping areas, not to mention the history and architecture that surround it.
Right outside the PH Kyoto (hover for captions)
The area around the Ritz Kyoto is not far behind!
Grateful, Every Time
I’m grateful for the opportunity to stay at and reflect on each of these extraordinary hotels. I hope that you, too, will be able to experience them for yourself and draw your own conclusions.
Also in this series:
The Top 3 Luxury Hotels in Japan - Ranked by What Matters Most
Ranked #1 - Park Hyatt Kyoto: The 2-Michelin-Star Breakfast We Still Think About
