Kinnotake Sengokuhara - Adult Only

We were most disappointed by the service, which overshadowed the comfortable, beautiful, clean room and the decent food we actually received. The dishes we got were seasonally planned and presented beautifully. Before arriving around 9:30 pm, we called to say we’d be late and asked if they could save anything from dinner, even something simple like rice or beef. They said no, unless we arrived before 8 pm, despite those same foods appearing on the room-service menu. We explained we weren’t expecting dinner service included in the price, just anything at all, but they still said nothing could be done. The night bus unexpectedly let us off five stops early. We called the hotel four times for help or a pickup, with no answer, and ended up hiking 20 minutes uphill in the rain with our luggage. After checking in, we were told we couldn’t leave our room without calling reception so someone could escort us, because other guests wanted privacy and didn’t want to be seen. That felt very odd, unlike anywhere else we stayed during our three weeks in Japan. The next day, we asked for help arranging a taxi for lunch, since there were no lunch options at the hotel. Staff said taxis were hard to get in the area and we’d have to walk more than 20 minutes to find food. They didn’t try calling or offer another solution, which seemed strange. We’d also arranged and reconfirmed hotel transport to the train station four times. We were assured it was confirmed, but the service arrived 25 minutes late and left us stressed and rushing for our train. The room was comfortable, but the lack of hospitality, communication, and basic service made the stay frustrating and disappointing. At over $1,000 USD per night, I expected warm, accommodating service, and it was lackluster. I wouldn’t recommend the hotel to anyone who values reliability or guest care.

It was our first ryokan stay, and the room, food, and service all went beyond what we expected. Every staff member we met was friendly and professional. Shout-out to Gurung, Yuki, and Yusuke, whose names we remember. They were attentive and lovely people. I’d definitely recommend staying here.

My husband and I had a relaxing, wonderful stay in the Mikado room, but at roughly $2,000 USD per night I expected perfection. One issue was the downstairs bed, which had some questionable white, crusty stains. The other problem came when we had to leave the room for two hours while it was cleaned. Nobody suggested what we could do during that time. The bambo bar didn’t open until 8 pm, and aside from the spa, nothing else on the property was open or available. We wound up taking the bus and walking around town for a while. Some suggestions would’ve been nice.

The private onsens were amazing, and the whole place has a real oasis feel. I spent two nights here, and it’s such a special spot. Everyone on staff was kind, thoughtful, and attentive. Worth the splurge!