Reviews of Hotel Marroad Karuizawa

I have stayed here for about 10 nights with my family of five over the New Year holidays. Breakfast was always buffet style because it was the New Year holidays. Buffet style breakfast is free for infants who sleep with their parents. This year, on the last Saturday of the year, there were no vacancies on the Internet, so I made a reservation after checking by phone. Since it was the end of the year, I assumed that it would be crowded, so breakfast would be available from early in the morning. When I checked in, I was suddenly told, "Tomorrow, you can choose between Japanese or Western food, not buffet," and "For infants who sleep with their parents, there will be no meal, and if necessary, you will need to pay 1,540 yen separately." When I asked why this information was not given to me when I made the reservation by phone, I was told, "I'm sorry. Tomorrow is a selection, so please choose by 9:00 p.m. anyway," so I had no choice but to choose Japanese and Western food for two adults and one elementary school student. Breakfast on the day started at 7:30. It's pointless to stay so late when you're staying near the ski resort. When I was finally shown to the restaurant, I was told that while in the buffet style, you could have as many drinks as you wanted, you could only have one drink per person. The drinks were apple juice, orange juice, milk, and tomato juice, and were not expensive. As for the Western food, the menu on the table said "bread" and "something with Shinshu mushrooms and purple cabbage?", so I waited expecting it to come, but instead I got a croissant, and the mushroom and purple cabbage item did not come. When I asked, I was told, "The bread was out of stock and has been changed. The mushrooms and purple cabbage were also out of stock, and we do not have any alternatives." I was shocked that they changed and even took away what was on the menu without any explanation until I asked, and of course there was no refund. Also, the Western food was served with a waste of time (I wanted to go skiing quickly), with salad and soup, but the Japanese food (for some reason there was no menu, so I didn't know what was coming) was served on a tray all at once, and I thought something would come later like the Western food, but nothing came, not even a dessert, and even though they said, "You can have more rice," I had already eaten all the side dishes, and no side dishes were offered. Anyway, everything was not explained well, the arrangements were poor, and I had a very unpleasant experience, even though I was paying a high price for the hotel at the end of the year. There was no apology from the superiors. I had a lot of fun memories at this hotel, and I'm really sorry that they were ruined.