Kyukaruizawa Kikyo, Curio Collection by Hilton

The snow on our checkout day was much heavier than expected, and since our car had no snow tires and I’d never driven in conditions like that, we weren’t sure what to do. We planned to leave the car at the JR station and take the train back to Tokyo, then return for it later. At checkout, a staff member saw the road conditions and warned us the drive would be unsafe. He let us leave the car at the hotel and arranged a ride to the station. That kindness turned a stressful situation into a manageable one. I’m sorry I didn’t get his name, either then or when I came back for the car, but I hope this reaches him. My family and I are very grateful for his thoughtfulness and professionalism. We stayed February 6-8 and were made to feel welcome from the start. We also received a room upgrade, which made the stay even more comfortable. This was the best Hilton experience I’ve had. Thanks to the whole team, and we hope to return.

The weak spot for us was breakfast. It fell short of what we expected at a hotel of this level, and was the most mediocre, even slightly below par, hotel breakfast we can remember. The rest of the stay was very comfortable. Our room was spacious, had a private balcony, and the recently renovated interiors included modern facilities and well-designed lighting. The garden has a lovely classical style and feels peaceful. The hotel is a little way from the main JR station, but the free shuttle made getting there easy. A great place for its atmosphere and comfort, though we’d look elsewhere for breakfast.

The location was good, the facilities were well maintained, and the woman who came to change the room and the men at the restaurant were very kind. Still, we left with a bad impression because of what happened when we arrived. We unloaded our bags at the entrance, but nobody came over. After I parked and went to the lobby to meet my wife and child, they still hadn’t been greeted or offered help with the heavy luggage. At check-in, Mr. S-mura seemed bothered for some reason. Later my wife was carrying a large, heavy bag toward the room, and he didn’t offer to help. I was already carrying a suitcase and other bags myself. There was also a mismatch about our reservation. I called a gentleman last November to confirm it was for three people, and he said that was fine. But there were only two beds in the room, and we were told it would cost extra to arrange things for three. I’d heard from friends that Curio Hilton Karuizawa was a good place, so maybe we were just unlucky.

We were surprised to find a hotel this good in such a quiet town. The whole team was friendly and helpful, the rooms were spacious and nicely equipped, and they responded to our emails and helped arrange local reservations. The location also worked perfectly for us, between the old town and the train station.