The hotel itself is beautifully designed, with excellent facilities and a lovely private onsen. The food was delicious and clearly prepared with care. The room layout was spacious and comfortable, and the overall design was of a very high standard. Unfortunately, the service and housekeeping did not match the quality or price of the hotel. From the moment we arrived, the staff did not offer to help carry our luggage to the room. During dinner, the service team repeatedly forgot to provide sharing plates for dishes that were clearly meant to be shared. This happened on more than one occasion. Most surprisingly, despite there being fewer than five tables occupied, we were overcharged for our drinks, which should not happen. The cleanliness was also disappointing. We found a large spider web in a very visible corner inside the room, and there was a cigarette butt left beside our private outdoor onsen. These are basic housekeeping issues that should not occur in a hotel of this standard. Overall, this is a hotel with beautiful facilities and excellent food, but the service training, attention to detail, and housekeeping need significant improvement. For a hotel in this price range, these issues were simply unacceptable. We informed the staff about the spider web on our first day, and reported the cigarette butt immediately when we found it on the second day. We hope this feedback will lead to genuine improvements, rather than the hotel simply acknowledging the issues while maintaining the same standards. *********************************** Update after the hotel's response *********************************** Thank you for your reply, but unfortunately it only reinforces my disappointment. This response feels generic and lacks any genuine understanding of what went wrong. Instead of making things right, it has become a second disappointing experience. I paid around ¥100,000 for a single night, expecting the level of service associated with a luxury ryokan. What I received was repeated service failures, poor housekeeping, billing mistakes, and a complete lack of attention to detail. None of these are acceptable at this price point. Your invitation to "welcome me back" is difficult to understand. Japan has countless exceptional luxury onsen ryokans in this price range. After such a disappointing stay, there is simply no reason for me to risk another visit. A sincere apology should be accompanied by meaningful action. Unfortunately, your response reads more like a standard template than a genuine effort to rebuild a guest's trust. The way this complaint has been handled is almost as disappointing as the stay itself.

+3

I traveled to Lake Shikosu with my teen/adult children and we enjoyed our stay here very much. We stayed in the Premier Suite with Open-Air Onsen Bath, and wow, it was amazing. There were 2 massage chairs facing a beautiful view of the mountains, free snacks and drinks in our mini fridge, and every amenity you could want. A couple of us checked out luxury pillows from the "Pillow Gallery". The dinner buffet and breakfast buffet were both delicious, with so much food including many things we had never heard of, and yummy desserts. All of the staff we encountered were pleasant. We walked to the lake, bought ice cream and had a nice hike. The firepit to roast marshmallows in the lobby in the evening was a nice touch. We had wanted to rent kayaks, but it was too windy and cold that day. It would have been even better with warmer weather, but I suppose it's also more crowded in the late spring/summer than when we were there in early April. I would highly recommend this resort to anyone wanting a relaxing getaway, and also recommend splurging for the Premier Suite, buffet breakfast and buffet dinner.

Exceptional Private Onsen & Hokkaido Flavors.Overall Impression: A perfect blend of convenience and cozy. Despite the bustling atmosphere and classic, dark decor, the private onsen and dining experience make this a standout choice in the area.Hightlights:The room: Spacious with beautiful wooden floors and a private outdoor onsen. Soaking in the heat while snow falls is pure magic. Features like the "His&Her" sinks and an in-room massage chair make our stay more comfortable. All complimentary in the room adds a thoughful touch.Dining: The buffet offers and impressive variety of local dishes alongside beautifully plated mains. Even when busy, the staff sustematically managed the seating, ensuring we enjoyed the stunning winter views comfortably. The Hokkaido cheese pizza and dessert are absolute must-tries.Location and Service: Perfectly situated in the heart of the sightseeing district, with famous sweet shop right nearby. The complimentary valet parking and polight, perfessional staff made our stay seamless.Observations:Atmosphere: The common areas can feel a bit crowded due to its popularity.Design: The room interiors are a bit outdated and lean toward very dark tones, and notably, Netflix is not available on the in-room TV.Note: Windows are fixed; ventilation is managed via the onsen balcony door.Verdict: Highly recommended for foodies and onsen lovers who want to be the center of the action.

I paid around 700USD per night for a room with private onsen. Service is lousy from the front desk to the dining room. Minimum English is one issue and the arrogant faces is another annoyance. We are asked to have our boots kept before entering lobby and we have to keep waiting for our boots whenever we want to exit. The person on duty is a tall elderly Japanese and his self esteem is through the roof. For clarification, we had no arguments of any sorts but yikes to the attitude. The hotel staff probably thinks they are the best in whole of Japan and we need to follow all their rules. It was self check-in since they speak so little English, nothing more than a yes or no. I lost my brand new necklaces there and realised only at the next hotel. Obviously, the cleaners didn't return me and I let it go since its just around 100USD. This is a stark contrast to hotels in Otaru and Hoshino, who will ring you to try return to you. Buffet dinner and breakfast are boring and mediocre, absolutely nothing to cry home about, especially considering the price tag. Forget about nice seafood or beef. In-room onsen is average with zero views. Massage chair is not comfy, worse than those in private spas. One last thing, the bathroom is horrendously puny for my big room, probably 1.5sqm!!! It's absurd and it takes a doofus to design it! I stayed in Feb 2025 and never will return again. Location is so out of nowhere and I stayed just to tour Lake Shikotsu Ice Festival, which is absolutely over-rated. The ride to and fro was bumpy and so uncomfortable, not to mention that the driver didn't even announce which resort each stop was, causing some confused passengers to alight and dash backwards again. Shame to the hotel staff because they definitely failed the Japanese omotenashi spirit.

The room and service is excellent! Our hotel service staff Miss 鈴木真琴 is very nice and affable. We all enjoy the living experience in this hotel and will be back next time. Thank you Miss 真琴 ❤️