Hakone Kowakien Tenyu

We spent two nights here with a multigenerational family, including kids aged 11-12 and parents in their late 60s, and it suited everyone well. The room was comfortable, with a great bed and bedding, and the staff were warm, attentive, and caring. The baths rotate between the men's and women's sides each day, so we got to experience both. One has a peaceful mountain view, while the other looks onto a garden and waterfall. There are hot and cold baths, and unlimited complimentary ice cream after a soak, which was a lovely extra. Breakfast and dinner buffets both had a wide range of quality food. Drinks were all-you-can-drink too, including Asahi draft beer, sake, and shochu. A relaxing, well-rounded onsen stay in Hakone.

There was plenty to like here. The rooms were comfortable and spacious, the balcony's private onsen was excellent, and cleanliness and service were generally very good. Dinner had impressive fresh seafood, including tuna carving, toro, and chutoro, along with sake, whisky, beer, and plenty of vegetables. Breakfast was good too. The location worked well for us, with museums nearby and evening concerts adding a nice atmosphere. A few things kept the stay from feeling like a five-star experience. On day three, the hotel suddenly insisted on assigning us a 17:30 dinner time. No one had mentioned reservations or fixed times at check-in, and we'd been eating later without any trouble, so the sudden pressure felt unnecessary. We were also told a lost room key card would cost ¥3000. At checkout, they asked us to return to the room for the second card to avoid the fee. For a hotel at this price, that felt inappropriate. Choose your room view carefully, too. We were on the 6th floor facing the entrance, and mostly saw rooftops. Higher floors, 7th and above, probably have a better view. Still a very good stay, and worth considering in Hakone.

After three weeks traveling around Japan, this was the most disappointing place we stayed in that was presented as luxury. The rooms were comfortable and spacious, with lovely views, and checkout was much warmer and more professional than arrival. But the service felt inconsistent and short on real hospitality. At check-in, things felt cold and focused on getting payment upfront. Nobody helped with luggage or gave a proper greeting, and there wasn't even a welcome drink or other Omotenashi touch. When we arrived at 2:30 p.m., we were told there was no food available on-site. Staff sent us to a neighboring property that was closed, then suggested the local convenience store. That didn't feel acceptable for a luxury hotel. For the price, the lack of turndown service, the poorly stocked minibar, and the aging linens also felt out of place. It functioned more like a standard 4-star hotel while charging 5-star rates. If you expect the refined, attentive service often found in Japan's luxury hotels, you may be disappointed.

I left the onsen feeling stressed and embarrassed instead of relaxed, all over a towel. The sign was confusing: it said bath towels should stay in the bathroom and face towels elsewhere. I followed it by using my bath towel in the locker room, then a staff member confronted me aggressively, speaking in Japanese and repeating the same unclear instructions. Another guest who spoke English agreed that the sign didn't make sense and that my reading of it was reasonable. Nobody calmly explained the issue or treated me with the courtesy I'd expect from a five-star hotel. I've stayed at a handful of places at that level, and this made it clear to me that a high price doesn't mean much on its own. Luxury should include clear communication, cultural sensitivity, and respectful treatment. This hotel failed on all three. I wouldn't return or recommend it to international travelers.