Hoshino Resorts KAI Kinugawa

The small open-air bath in our room was underwhelming. I'm short, so it worked for me, but anyone over 160 cm would likely find it uncomfortable. I can't imagine a grown man fitting comfortably, let alone a couple sharing a soak. The service was what really left us speechless, in a bad way. From the station you need a taxi or a shuttle bus, which costs 300 yen per person. The shuttle also serves guests at other places in the area and dropped us five minutes from the actual entrance, along a very bumpy road that's hard to walk with suitcases. We then waited for a tram to the property. Nobody greeted us when we arrived or told us what to do, and our bags were still on a trolley in the tram. We had to ask reception. By the time someone came out, our suitcases had already gone back down on the tram. We waited to check in, and although there was a welcome drink corner, nobody explained it, so we helped ourselves. For the next day, staff asked whether we'd need a taxi or shuttle, and we requested a taxi. At dinner they said our preferred time was peak hour and might not be possible, and they'd let us know the next morning. They did manage to arrange one in the end. There are activities, some paid, but they're all in Japanese, so we felt left out. Staff sometimes struggled to communicate in English, and at times seemed to ignore us. I don't recommend staying here if you don't speak Japanese. We'd lost faith in the Hoshino group after this stay at KAI. It wasn't worth the money or the hype, especially for non-Japanese speakers. We understand it was a Japanese national holiday and that the hotel was busy, but given what we paid and the service we received, it was a huge disappointment. We won't stay with the Hoshino group again.

Two staff members went out of their way to make our stay memorable, and their kindness showed the kind of hospitality Hoshino should offer. I couldn't note their names because of what happened at checkout, but I want to thank them. On our last day, staff twice told my 11-year-old child and me, curtly and without a smile, to step aside for verification while we were trying to board the tram back to the hotel. The first time was after our Kinugawa River trip, and the second was when we went to retrieve things from our car. We gave our room number but were ignored. When we asked in English what was happening, nobody explained. That was surprising given all the English materials around the property and on Hoshino's website, and the several English-speaking staff members. Routine security checks are understandable, but at this price, guests should still feel recognized and comfortable.

At dinner, we asked to replace the ginger rice with plain rice. The server seemed to understand, but half an hour later dinner arrived without any rice. We also have allergies to nuts and legumes, and staff only found out after we'd been seated and seen the menu. They should ask about food allergies at check-in. The rooms on the ground floor have bathrooms facing the "garden" that feel too exposed and raise privacy concerns. The walk from the main road to the hotel entrance is also very difficult with luggage, so the hotel should offer a shuttle from the train station. Staff have limited English, and there were times they simply ignored us. For a Hoshino property, the service was disappointing and the hotel lacked attention to detail. I wouldn't recommend it or come back.

One of the best and most special Kai stays I've had. There's a "slope car" to take you up the hill. The place is quiet, clean, tidy, and well equipped, with friendly, helpful staff. The onsen was good, and breakfast and dinner were nice.