Beppu SUGINOI HOTEL（ORIX HOTELS & RESORTS）

Dear Suginoi Hotel Team, My family and I recently spent five nights at Suginoi Hotel, and we're deeply grateful for the care and kindness of your staff. We traveled with my father, who has dementia and significant difficulty walking. Everyone treated him with compassion, patience, respect, and real attention to detail. That made an enormous difference to our family. Our group of eight was able to share five peaceful, comfortable days because of your consideration. This trip meant a great deal to us, as my father's time may be limited. Your hospitality helped us make what may become one of our last precious family memories with him, in a place that felt warm and dignified. Please pass along our heartfelt thanks to everyone at the hotel. We'll always remember the comfort and kindness we experienced at Suginoi Hotel, and it will remain a special place in our family's memory. With sincere gratitude, Kim's Family

Breakfast came with spectacular views and a big selection, including a baby food section with a microwave. The staff there were kind and attentive. The onsen was the nicest I've been to, with lots of different baths, towels provided, and staff keeping everything tidy. We also found the nearby 7 eleven and coin laundry convenient. There's a gym too, but indoor shoes are required; you can rent them for ¥550. I stayed three nights with my nine-month-old. We drove up to the Hoshikan building, where staff took our luggage while my husband parked. Parking is free, about a five-minute uphill walk away. The hotel offers shuttles between its widely spread facilities, though we were happy to walk and didn't use them. It felt very family-friendly. Our room was spacious, they could provide a crib for an extra charge, and they brought a baby bathtub when we asked. They'd even prepared a yukata and slippers for our child. It was such a good stay that I'd highly recommend the hotel.

I was happy with Suginoi Hotel a few months ago, which is why I returned for a family holiday. This three-day, two-night stay was a disaster. We paid 80,000 yen per night for two adults and a three-year-old, yet got the smallest room in that building. Breakfast and dinner had little variety and weren't satisfying, and the service didn't match the price. The value was extremely poor. For better food, you'd have to pay more for a better restaurant. At check-in, the receptionist was cold and unhelpful. I asked basic questions about where to eat and use the hot springs, but got very little information. The hotel is huge, with hot springs in different buildings and some only available to certain guests. When I asked about the light shows and entertainment, she just pointed me to a QR code instead of explaining where things were or when they happened. The shuttle bus connects the rooms and restaurants, but she didn't explain locations or schedules either. Without knowing the property, it was hard to enjoy the programs. Throughout our stay she ignored us and seemed unwilling to help, then gave us the same cold treatment at checkout, without a smile. Staff at the water park were just as unhelpful and showed no initiative, which was especially disappointing with a young child. On my last visit, service was about what I'd expect from a three- or four-star Western hotel, a little cold but acceptable, and the facilities made up for it. This time there were no smiles, no hospitality, and no effort to make us welcome. It felt like the hotel was pushing guests away. Suginoi Hotel has lots of facilities for staying inside on rainy days, but you have to dig up the details yourself by checking the QR code. It relies on its facilities and misses the attentive, heartfelt service I associate with a Japanese ryokan.

I had a winter break here with my six-year-old daughter, and the amenities were great. Soaking in the rooftop hot spring with that view on a freezing day was hard to beat. After the spa, we had fun with bowling and billiards. I especially enjoyed the Japanese-style breakfast and the lovely morning view of Beppu. The staff were friendly and polite, and made us feel welcome. We'll be back to try the summer pool. Parents from Taiwan