Granbell Hotel Otaru

👎🏼👎🏼👎🏼🤬🤬🤬 We had a very disappointing experience at Granbell Hotel Otaru. At check-in on February 5th, 2026, around 11:30 a.m., the front desk staff showed us no respect or professionalism. We had already booked a room, but were told we had to add an extra bed for our child, leaving very little usable space in the already small room. They offered no flexibility or clear explanation and made no effort to accommodate us. The staff also seemed to deliberately refuse to speak English, despite the hotel regularly hosting international guests. It made us feel unwelcome and ignored, and I don't understand why management would train or allow staff to act that way. We left and immediately booked at a nearby hotel, Hotel Sonia Otaru. There, staff were respectful, helpful, and accommodating. They didn't require an extra bed for our child, and the experience was completely different. This was a terrible stay, and the front desk team on that shift should be ashamed of how they treated us. Granbell Hotel Otaru urgently needs better customer service training and basic communication with international travelers. I wouldn't recommend it unless major improvements are made.

We were looked after really well through a difficult few days. My wife became ill overnight and we had to change the bedding after a protein spill. The staff handled it professionally and with empathy. The next morning I brought a translated note asking for a deep clean, and they had no qualms about arranging another room next door. We stayed for three nights, and the service was excellent throughout. Parking was quick and courteous each time. I chose the indoor stacked parking because it allowed us to come and go, unlike the outdoor flat-rate option. It cost 1540 compared with 1000 outdoors. The three-level stack meant our C2 rental went on the lower level. Check-in was smooth. We went to a room with a single bed and a sofa bed, though I expected a twin and couldn't sleep on the sofa bed for three nights. After I checked, they talked it over and moved us three rooms, still with a canal view. The whole operation was handled by real professionals.

A pretty modern hotel that had just opened in Otaru. Lots of people stay here for Kiroro ski resort, and the value was wayyyy better than places around Lake Toya or at other resorts like Rusutsu and Niseko!!!

We found a room here in a panic, after midnight, when we couldn't stay at Hotel Nord Otaru. We'd booked it because of the good online reviews, but it was old, dirty, and smelled disgusting. Granbell was clean, and the service was friendly and helpful. The location was nice, too. I'd definitely recommend it, and seriously warn people to stay away from Hotel Nord Otaru.