Stayed at the Hakone Suite, room is fantastic and that's where satisfaction with this hotel stops.   I have never experienced a hotel with so many \""service recovery\"" issues.  I must have heard the word sorry 20 times in 2 days.  It's nice to have staff sorry after a mistake, but, you can't survive in a business that cannot make it right the first time.   We arrived at 1pm and the nice front desk person said, Hakone Suite is not clean yet, I will put in a special request for priority cleaning.  We came back 2 hours later and oops, not ready yet.  The front desk guy said, it takes 3 hours to clean the Hakone Suite and we said BS.  I later talked to the maids who clean that suite and they said it takes 30 minutes.  We decided, screw the upgrade we were willing to pay for and checked into a deluxe king.  Minutes later the \""hotel manager\"" calls me in the room and says, sorry, please stay in that room, we will transfer you to the Hakone Suite very soon.  Well, 2 hours later after 4 pm, no one had called, I called and they said, oh yes, it is ready, we will send up someone to transfer your luggage. Sorry.\n\nNext morning we order breakfast food service.  I ordered 3 eggs and when it was delivered apparently in this hotel when you order an egg, you get 2 eggs so I got a total of six eggs.  LOL.  I called the room service back and said, maybe you should tell people that.  He muttered, sorry.   So, I sit down to eat the breakfast and the sour dough toast could have been used in the LA KING hockey games as a  hockey puck.  I called and oops, they said sorry, we had to order the toast from Caesar's kitchen and it took a long time for it to get here.  Really??  LOL.    The maids never called room service to pick up the dishes that were there when they cleaned.  Oops.  Another sorry.\n\nThe hotel manager called on check out morning and said she would call me back as she wanted to talk to me probably to give one of the many NOBU sorrys.  Well, she never did call back, but, it shows that a fish rots from the head down.  It starts at the top.\n\nSo, if you love beautiful suites, NOBU is for you but don't even think about getting good service and the transparency on the truth of a situation, because, the team at NOBU is clueless.  Sorry.