Inside The Kitano Hotel Tokyo: Wellness-Focused Luxury in the Heart of Japan’s Capital

In 2024, Japan welcomed a record-breaking 36 million tourists. This upward trend is expected to continue, with over 40 million visitors projected for 2025, and the government aiming for 60 million by 2030. Alongside this, there’s a strategic shift toward quality over quantity, with a spending target of JPY 30 trillion. In your view, what makes Japan so appealing to international tourists?

I wouldn’t say Japan was ever a hidden country, but we did close ourselves off for nearly 400 years during the Edo period and were never colonized by a foreign power. When we reopened during the Meiji era, we were fortunate to have a visionary leader in Prime Minister Ito Hirobumi. He traveled the world and understood that if Japan relied on foreign funds to build its infrastructure—such as railroads—we risked becoming economically dependent, perhaps even like a colony. His insight led to Japan building its railroads independently, which helped preserve our sovereignty and culture.

While we adopted elements from abroad—learning political systems from Germany, military structures from France—we retained our own traditions, arts, and way of life. Because Japan had been closed off for so long, we were able to maintain a unique cultural identity. That legacy still shapes Japan today, and I believe it plays a major role in attracting foreign visitors.

Although travel has become easier, Japan's position as an island nation gives it a certain sense of distance and mystique. To many foreigners, it feels almost like an exotic paradise. But that allure is rooted in the longstanding traditions we’ve preserved. We also have the world’s oldest monarchy, and the presence of the emperor symbolizes a cultural continuity that’s rare in today’s world. All of this contributes to the appeal of Japan.

Building on your previous answer, what do you see as the key points of appeal, or gateways, for different types of inbound tourists to Japan? Could you share your perspective on how perceptions of Japan might differ between European or American visitors and those from other parts of Asia?

Japan is a small country, and it's the only place in the world where Japanese people live, so our population is relatively limited. Historically, we've adopted many influences from other cultures—for example, we learned ceramics from Korea and adopted elements of the writing system and cuisine from China. But each time we brought something in, we adapted it in our own way. As a result, Japan remains quite distinct from China, Korea, and other Asian countries.

Being an island nation, our diet has traditionally been centered around fish. During our long period of isolation, we didn’t commonly eat meat. About 400 years ago, during times of civil war, warriors needed strength, so there were rare cases of people eating cranes and rabbits. In the tea ceremony, for instance, there was once a one-course meal that included crane meat. Interestingly, the tea was just the final step—the ceremony really began with the cuisine. But overall, eating animals like cows or pigs was extremely rare.

Instead, it was natural for us to eat freshly caught fish each day, along with rice. I believe it was this pairing that eventually gave rise to sushi. In contrast, China is a vast continent where many regions don't have access to the ocean, so frying in oil and eating pork became more common there. In Japan, we mostly used sesame oil or natane-abura (rapeseed oil), which limited the types of fried dishes we could prepare—perhaps just tofu, for example.

Much of Japanese cuisine is based on vegetables and soybeans, which gives it a simple character. I think that simplicity is reflected in our national character as well. Forgiveness is a virtue here; we tend to be calm and often prefer to let things go. These values are rooted in Buddhism, though even our form of Buddhism is different from what’s found elsewhere.

Ultimately, our culture stems from the land and sea, and is deeply tied to animism—the foundation of Shintoism, which the emperor also follows. We believe that gods exist in all aspects of nature, which fosters a deep connection with the natural world. As I mentioned, aside from rare historical exceptions, we didn’t hunt animals extensively. We lived on what we could harvest from the sea or cultivate from the soil.

I think this deep respect for nature and our simple, grounded lifestyle appeal to many people around the world. In today’s globalized world, Japan has managed to preserve a unique cultural identity. While we're highly advanced in technology and modern conveniences, we still maintain traditional ways of thinking, cooking, and living—and I believe that balance is what draws people in.

At our hotel, we even offer acupuncture—something unique in the hospitality industry. We're the only hotel that provides it. We also offer moxibustion, a traditional therapy that originated in China but has been preserved in Japan, as well as shiatsu massage.

Even pregnant women whose babies are in a breech position are referred by their doctors to visit Dr. Uchiike at our clinic. He’s very well known, and some guests come specifically for his treatments.

These services reflect our belief in traditional methods, and we’re proud to continue offering them. I genuinely hope that foreign visitors can experience these therapies for themselves, even if their travel schedules are packed. It’s a meaningful way to connect with Japan’s cultural heritage.

The Kitano Hotel New York

Medical and wellness tourism is emerging as one of the most promising areas for growth within Japan’s tourism sector. What kind of opportunity do you see in this space, and are you planning to expand or invest further in it?

There are many chain acupuncture and massage establishments out there, but for us, it has to be a carefully selected, private acupuncture doctor. I personally make those selections. For example, our hair salon has been operated by the same family for over 120 years. Even members of the royal family, including the princess, have had their hair done there. They use only the finest products, tools, and treatments to ensure the highest quality results.

I believe there are many traditional practices that only Japanese people truly understand, and it's important to preserve those while integrating them with modern approaches. Traditional medicine in Japan focuses on treatment, but Oriental medicine emphasizes prevention as well, which is especially important for strengthening immunity.

It’s not just traditional medicine that contributes to well-being. Connecting with nature and spirituality is also deeply healing. I often recommend that our guests visit Hie Shrine, which is just a short walk from the hotel. If they go early in the morning, they can hear the birds and experience a sense of calm and peace. Even in the heart of Tokyo, we have places like this that offer moments of tranquility.

This area actually used to be part of the emperor’s palace grounds. Just two blocks away, there was a large gate that also stood within the palace. Guests can walk along the palace perimeter and then visit nearby sites like Hie Shrine or Hirakawa Shrine, which is a smaller, lesser-known shrine but also one of the oldest. My hope is simply for our guests to truly feel Japan. When they arrive in Tokyo, I believe they should spend at least one day in the city—and that experience should begin in a calm, tranquil environment.

At the same time, I think meeting global standards is very important. That’s one key difference between a traditional Japanese inn, or ryokan, and a hotel like ours. In a ryokan, guests sleep on tatami mats, which can be uncomfortable for many foreigners. There are also other differences, like lower ceiling heights. At our hotel, the rooms and facilities are designed to meet international expectations, while still offering a distinctly Japanese experience.

The core concept of our hotel is comfort, and cleanliness is a fundamental part of that. For example, I personally chose Airweave mattresses, which are made in Japan using a unique material called Airfiber. These mattresses are well known for offering firm support, pressure relief, optimal spinal alignment, and breathability. Unlike traditional coil-based mattresses, Airfiber is a plastic-based material that can be easily washed and dried. It stays cool in hot, humid conditions thanks to its excellent air circulation, and it’s also resistant to bed bugs. It truly is a remarkable product.

We also offer a wide selection of pillows for guests to choose from. While many people overlook the importance of pillows, I don’t. Your head rests on them every night, so they matter. I asked Airweave to custom-make pillows for us using round fibers that can be washed. I also requested that they be covered with a special medical-grade fabric used by doctors and surgeons, which prevents oils and other substances from seeping in. For the outer covers, we use high-quality Egyptian cotton.

I don’t think many other hotels pay this level of attention to such details, but for us, bedding is crucial. Our rooms are always spotless and designed for maximum comfort. Even Laurent Gardinier, the president of Relais & Châteaux, stays with us and has expressed how much he loves our mattresses.

Wellness isn't just about cosmetic treatments. Sleep and cleanliness are also essential. I’m a big believer in fresh air, so I always open the windows. It’s more costly than simply using air conditioning, which is what most hotels do, but I’ve always felt that fresh air is best. During COVID, many guests appreciated that feature. Even in New York, I chose a German window frame with a special hinge that allows the window to be opened and easily cleaned. It’s the best hinge I’ve found. Here in Tokyo, we use a Japanese-made frame, which is also excellent and soundproof—a necessity in this area. When my father first built this hotel in 1964, the neighborhood was quiet. But when Tokyo hosted the Olympic Games, they built a highway nearby, which came as a shock to him.

Turning to the cultural side of your hotel, you recently launched Kitano Finds Japan, Vol. 2, an initiative that highlights regional foods through partnerships with different prefectures. Could you tell us more about this project and how it not only showcases Tokyo, but also brings cultural elements from across Japan to your guests?

While many hotels focus on highlighting their immediate local area, being in the heart of Tokyo makes that a bit more challenging for us. Instead, we see ourselves as a gateway to the many facets of Japan. Our mission, as the only Relais & Châteaux property in Tokyo, is to introduce guests not only to traditional Japanese culture but also to the unique offerings of other prefectures across the country.

We’re in a unique position to showcase other Relais & Châteaux hotels and restaurants in Japan, and we carefully select distinctive ingredients from various regions to reflect that diversity.

When I traveled to France, I noticed how many Japanese ingredients were being incorporated into French cuisine. It made me realize how popular and respected Japanese ingredients have become globally, particularly in France. Inspired by that experience, we’re now planning to introduce a new style of French cuisine at our hotel—one that celebrates Japanese ingredients in a refined, international context.

These days, there's a strong focus on earning Michelin stars, which often means offering a set course menu. But with that approach, guests don’t have much choice. Our concept is different—we’re developing an à la carte menu. Since we’re a hotel, our guests arrive at all hours. Some come from France early in the morning, while others may arrive late at night, depending on their flights. After a long journey, most people aren’t in the mood for a full course meal. That’s why I’m encouraging our chef to focus on health-conscious à la carte dishes.

We prioritize fresh, high-quality ingredients. That includes freshly caught fish and local seasonal vegetables. For beef, we use Iwamoto beef from Okayama. It’s extremely rare and completely organic, with no hormones—the cows are raised naturally. Every ingredient we select is chosen with great care.

Tokyo has no shortage of excellent restaurants, so we knew we needed to offer something truly special to attract guests to dine with us. We previously had a Spanish restaurant tenant, but when they left, we had to decide whether to open our own restaurant or bring in another tenant. We chose to do it ourselves and created a space that is comfortable, focused on healthy food, and reasonably priced—not something aimed at chasing Michelin stars.

Beyond the food, we pay the same level of attention to every detail. Even our carpets and wallpaper are hypoallergenic. Everything is selected with guest safety and well-being in mind.

The Kitano Hotel Tokyo: Signature Suite ‘Spring’ 

I’d like to ask about your approach to service, or omotenashi, as it’s known in Japan—particularly when it comes to your concierge offerings. Omotenashi can take many forms, from highly traditional to more modern interpretations. Where would you place your hotel on that spectrum in terms of the concierge service and the level of personalization you provide to your guests?

We welcome guests from all over the world, and because everyone’s preferences are different, it’s difficult to define one fixed style of service. That’s why I believe we shouldn’t impose our own version of omotenashi. In fact, I think some people misunderstand it—they create their own interpretation of omotenashi and assume that’s what guests want. But often, that isn’t the case.

I’m not criticizing anyone, but I’ll share a personal experience. I had a house in Karuizawa for many years, and I used to enjoy visiting Hoshinoya, which was the only traditional onsen in the area at the time. It was simple and charming. Then new management came in and modernized it—too much, in my opinion. They added a man-made river that was so noisy, and when I arrived, I wasn’t even allowed to go directly to my room. I was told to stop and meditate first, which I didn’t want to do. Then I had to wait for a staff member to drive me in a small car to my room, which was on the third floor with no elevator. When I finally got there, I found a bathtub filled with floating apples. Maybe citrus would have made more sense, but apples? I was also asked to wear a special gown, which I didn’t want to wear. I felt like I was being forced into an experience I didn’t choose.

I believe guests should have the freedom to create their own routines. Some foreigners assume they must follow certain customs to experience "the Japanese way," but that’s not what we’re doing. We’re all civilized people, and so are our guests. We don’t make them do anything simply because it might be customary. We offer freedom of choice, and when guests have questions or requests, we’re always ready to help.

For those seeking a deeper experience, we can absolutely support that. I have strong networks in areas like art and antiques. If a guest is looking for authentic Japanese items—scrolls, tea ceremony utensils, or rare antiques—I can help them find what they need right here in Tokyo. There’s no need to go to Kyoto. All of the best things in Japan eventually make their way to Tokyo.

I remember being disappointed during a visit to the Peninsula Hotel in Hong Kong. I had hoped to find fine Chinese antiques, but when I visited shops on Hollywood Street, no one spoke English. That used to be an area known for gallery-owned shops, but that’s changed. Even the hotel concierge couldn’t recommend any antique stores. In contrast, I know where to send our guests and who they should talk to. That kind of network and access is what truly makes a difference.

You clearly offer a great deal to international visitors, but I’m curious, what is your strategy for attracting those guests to your hotel in the first place?

To be honest, we haven’t developed a formal strategy yet—and I see that as one of our weaknesses. That said, I do travel to New York regularly, and on my last visit, I met with Valerie Wilson, who founded a high-end luxury travel agency. Although she’s now retired, the agency still serves a very strong clientele, so I visited to explore the possibility of working together.

It’s unfortunate that online travel agencies (OTAs) dominate the market these days. If we rely too heavily on them, we don’t get many repeat guests. Most people booking through OTAs are looking for points or discounts. It’s more convenient for them, but it doesn’t help build long-term relationships. So that’s something we need to address moving forward.

At the same time, I’m not looking to pursue aggressive PR or marketing. With just 70 rooms, there’s only so much capacity we can handle. What I truly want are guests who are looking for the very best—people who seek out exceptional quality and personalized experiences.

Relais & Châteaux, which we’re proud to be a part of, works exclusively with independent property owners, not hotel chains. Their member properties are all family-owned and must have fewer than 100 rooms. The organization actually began in Bourgogne, France, and celebrated its 70th anniversary last year. Before we officially joined, we attended their annual congress, which was held in Copenhagen that year. It was a wonderful experience, and they hold it in a different location each time.

The Kitano Hotel Tokyo: Bamboo Atrium

As president, do you have a personal goal you’d like to achieve before eventually passing the baton to the next generation?

I believe my daughter understands what truly matters to me—what should be preserved, what we value, and what we should and shouldn’t do. My father was originally from Nagano Prefecture and worked in construction. In 1964, he went to New York to build the Japanese pavilion for the World’s Fair. While there, he stayed in a serviced apartment and thought it would be a great concept to bring to Tokyo. So, he acquired this land and built the first Japanese serviced apartments.

For 60 years, that property was beloved by politicians—since we’re located near the parliament—as well as by artists, movie stars, and other public figures. We never needed to do PR or marketing because we had a long waiting list. But eventually, the facilities grew outdated, and for safety reasons—particularly earthquake preparedness—we decided to rebuild. That was completed in 2019 by Takenaka Corporation, a family-owned company with a 400-year history. My father had always had a strong relationship with them. Although he passed away about ten years ago, before the rebuilding began, he had already advised me to convert it into a hotel.

Serviced apartments and hotels fall under different regulations in Japan. Serviced apartments are overseen by the fire department, while hotels are regulated by the health department. Because of these regulatory differences, it was difficult to operate both under one roof. So, we rebuilt this property as a hotel to mirror the Kitano Hotel in New York, which my father also built—in the Murray Hill district in 1973. That hotel just celebrated its 50th anniversary.

Our Tokyo building was completed in 2019, but less than a year later, COVID hit—and I was devastated. Still, we never closed our hotels, either in New York or Tokyo. We did have to lay off some employees, but we remained open throughout the pandemic. I never considered selling.

People aren’t moved by ordinary service. What truly leaves a lasting impression is something unforgettable—something that goes beyond the expected. That’s what I believe. Of course, the labor shortage is a serious issue in the hotel industry, especially because it’s such a people-centric business. Hospitality requires human presence and care, and that comes with a cost. But above all, what I want to pass on to the next generation is the importance of offering the best human service. That is what truly defines this hotel.

For more information, please visit their website at: https://www.kitanohotel.co.jp/tokyo/

To read more about Kitano Hotel, check out this article about them.