Ozge
Partner · March 20256/10
The hotel itself is very nice—clean, spacious rooms with all the amenities you’d expect, including kimonos for the onsen. There’s a good restaurant, a ski rental shop, and the location is ideal as a t...The hotel itself is very nice—clean, spacious rooms with all the amenities you’d expect, including kimonos for the onsen. There’s a good restaurant, a ski rental shop, and the location is ideal as a true ski-in, ski-out hotel.
However, I’m giving a low score due to the poor arrival experience. Before our trip, the guest experience team offered to help arrange rentals, transfers, and lift passes. After booking the airport transfer through them, they mentioned a complimentary shuttle from the drop-off point (5 minutes from the hotel).
At the airport, we were early enough to catch an earlier transfer, but despite the bus being half empty, we were denied boarding. By the time another staff member offered to help, the bus had already left. Once we got to Hirafu, there was no hotel shuttle waiting for us as promised. We immediately emailed the guest experience employee who had arranged everything but never received a response. Without a Japanese SIM card and no WhatsApp contact, we were stuck outside in the snow with our luggage getting soaked until another hotel from the same group called on our behalf. Eventually, the shuttle arrived.
On departure, the airport transfer also ran late, and we nearly missed our flight. We later found out there were more convenient transfer options, but the hotel likely promoted their affiliated company instead.
Overall, the hotel is good, but service felt more like a push for their group’s packages rather than what was best for us. Show More
