8.7/10Very Good58 Reviews
Karuizawa|1.23km from city center
A night of utter disarray, a lifetime blacklist – Hoshinoya, the most disappointing ”luxury” hotel I've ever stayed in. With high hopes for the Hoshinoya brand, our family of four planned this trip, but it turned out to be the most disastrous and unpleasant night of my travel experience. I must write this review to warn anyone planning a family trip with children.
We had clearly booked a twin room, confident it would be enough for two adults and two children. However, upon check-in, the front desk staff, with a cold tone and a rigid smile, informed us that due to the number and age of the children, the twin room ”did not meet the requirements” and we couldn't stay together. No matter how we explained or communicated, they acted like a programmed machine, repeatedly repeating the hotel's rules without any leniency or sincerity in resolving the issue. That cold and impersonal attitude instantly extinguished our travel excitement.
The most absurd predicament began from there: we were left in the middle of nowhere. It was late, and the two children were exhausted, yet we had to find new accommodation on the spot. In utter helplessness and anger, we frantically searched for and booked the nearby Prince Hotel in the hotel lobby late at night. Throughout the entire process, the hotel staff offered no assistance, simply watching coldly as if our predicament had nothing to do with them.
Finally, dragging our weary luggage and exhausted bodies, we ”escaped” to the Prince Hotel in the middle of the night. In contrast, the Prince Hotel's warm understanding and efficient processing almost brought us to tears. The expensive night at the Hoshinoya felt like a complete irony.
I understand that hotels have rules and regulations, but isn't the value of a top-tier hotel precisely reflected in its care for ”people” and its wisdom in flexibly handling unexpected situations? The Hoshinoya felt to me merely a ”high-end showroom” filled with rigid terms and a cold atmosphere. It might be suitable for single travelers seeking extreme solitude, but for a family, it offered absolutely no warmth.
This night's experience not only wasted money but also destroyed our trust in this brand. Hoshinoya, goodbye forever.
