Yutorelo-an

The dining setup felt rigid and poorly explained. You have to choose a time in advance, write your room number on a board, and wait to be called. Nobody asked about dietary needs, and ordering drinks through the app was difficult because the pictures were unreadable. We were put in a bleak side room with harsh lighting and visible damage to the walls and doors. The room looked superficially clean but was very dated, with dark walls, uneven floors, a mouldy outdoor bath, and a musty toilet area. Over our three nights, nobody cleaned the room or made the beds or emptied the bins. They left fresh towels and bin bags outside each day. Check-in was on a tablet attached to a stick, and it switched to Japanese halfway through, so international guests were left guessing. One staff member tried to help, but the process felt confusing and impersonal. Other basics were disappointing too: no coffee in the morning, restricted hours for drinks, and a shuttle that went down the steep hill but not back up. Although the hotel is near the Gora cable car, staff gave us no help with passes or routes. We'd planned on a relaxing stay at Yutorelo-an in Gora, but the place felt tired and poorly managed throughout. We tried to find another hotel nearby, but most were fully booked. Hopefully the next guests have a better stay.

The food was excellent, and each meal was different. Staff were lovely and helpful, and although they weren't fluent in English, we managed to communicate without a problem. The rooms were great and quiet, each with a deep bath. I also tried the communal bath and footbath, both supplied by hot springs. I stayed two nights and loved it. The location is handy, with bus, cable car, and rail options not far away. If you're bringing luggage, be aware the roads are steep. I can only assume the negative reviews came from people who don't know what a ryokan is.

I needed a page printed for work, but even though the hotel has a printer, they couldn't help and sent me to a Combini store. The walk there and back over the hill was very difficult. I don't understand why staff seemed so unhelpful in general. At check-in, we needed assistance. We arrived at 14.00, and the black haired woman at reception was rude when she said check-in was from 15.00 until 16.00. Apparently the reception isn't open 24 hours. We wanted to get out and enjoy the day instead of waiting until 15.00. Yusri Saito cleared up the misunderstanding and let us leave our luggage, so we could go. He seemed to be the only helpful person. We also had to pay extra for our child, but the room wasn't prepared for them, with bedding and towels for only two people. Thankfully staff brought extra bedding and pillows. It makes me wonder what would have happened if we'd checked in late at night.

The room was clean, the onsen hot, and the food tasty. A lot of the negative reviews seem to come from foreigners who don't know how futons work, and Japanese guests who expected high-end service at a budget price.