Hakone Ginyu

We were surprised by how roomy the room was, and really liked it. The private onsen was wonderful, and the bathroom had what we needed for bathing. The thick mattresses on the tatami felt almost like beds. We did try the public baths too. They were quiet and pleasant, though for me the private onsen alone would be enough. The food portions were generous at both meals. We loved the Japanese-style breakfast, and the kaiseki dinner was delicious, even if a few flavors seemed strong or unusual to us. We eat a lot of different foods, but still enjoyed it. Our favorite part of service was the woman who looked after us at dinner and breakfast. I didn't catch her name, perhaps Yuka or Yuki. She was incredibly sweet, explained each dish, and arranged the food for us. The whole one-night stay felt very well cared for. I'd read the one-star reviews and was nervous, but it seemed to me that many were from locals with higher expectations at this price. We're from Northern Europe, where this kind of service could cost close to 1000 euros, so about 200 euros per person for a spacious room, private onsen, and two large meals felt justified to us. We did wait at reception, maybe 15-20 minutes, but it wasn't a big deal. They guide guests to their rooms, so I can understand it taking a while when several people arrive around the same time.

Booking took some effort at first, but calling worked. Haruumi understood me despite my broken English, and booked the room; we then continued by email to confirm the details, including dietary requirements. We stayed in the Hoshi Western style room on 3F, and the atmosphere was exactly what we wanted. The view was beautiful, the room had everything we needed, and the food was fancy. The private onsen spa was around 40C, with a button to cool it for 20 seconds. I felt very relaxed afterward, almost as if it had healed my body. Room service was great, and Izumi and Miwaa were friendly, polite, and accommodating. Yotah also gave us an amazing birthday surprise, and I loved the cinematography. Thanks for the stay! If you want privacy, or have another request, tell the staff. Room service involves them coming into the room.

The scenery was beautiful, and I could see the staff were trying to be kind and attentive. Still, I left feeling suffocated instead of relaxed. Staff came into our room often, even while we were packing, and we never felt we had much privacy or peace. Dinner went on for two exhausting hours, with tiny courses arriving about every 10-15 minutes. I understand that may be part of traditional service, but we had to sit there for ages, looking at the private onsen we couldn't use. The food didn't impress us, and we had expected something more exceptional. The service also felt staged rather than restful. Even simple things, like changing mealtime, arranging a taxi, going out, or getting back to the property, felt unnecessarily complicated. The shoe retrieval and repeated formal greetings might suit some guests, but to us they made it feel like we were being managed instead of hosted. We also had to walk to the train station. We'd seen shuttle services from other hotels, but Hakone Ginyu told us they couldn't arrange a shuttle or taxi, which really surprised us. We'd looked forward to the stay after seeing all the praise, but it didn't meet our expectations. The views are lovely, though there's little nearby besides a busy main road.

It was quiet, peaceful, and a fantastic place to unwind. Our traditional-style room had both an indoor and an outdoor onsen, and the amenities were just right. Staff made sure we had what we needed, and they were great throughout. Meals can be brought to your room, or you can have dinner in the dining room, where a chef is assigned to your seat. We ate there, and the food was fantastic. Checking in and out was easy, and there's a shop on the main entrance floor. The location is handy for local hot springs, too. A must-do experience.