Balinese Onsen Ryokan Hakone Airu

For me this was the worst experience ever. The service, cleanliness and room structure are all top notch. I still can't believe this is a hotel that costs HKD 5000++ per night. Something felt wrong from the moment I checked in. The guy who took us to the room was probably South Asian or Indian. His English accent was so strong that we basically couldn't understand it. Even though I spoke Japanese to him, he insisted on continuing to speak English. He spoke with his back to us the whole time, and when introducing the layout of the room, he habitually touched it with his hands. Forget everything else, he also touched the towels, bathrobes, pajamas in our room and other items that require absolute hygiene with his hands. Picture 1: We booked a room with an open-air bath, but when we looked outside, we saw someone standing about 10 meters away at eye level. I could see his face. There is only a piece of transparent glass between the shower room and the open-air bath, which means that not only can we not take a bath with peace of mind, but we are also at risk of being seen even taking a bath. Cleanliness was also disappointing. Figure 2-3: There are mold spots visible to the naked eye on the mattress of the bed. Picture 4-6: The pillows, pajamas, and baskets for carrying towels to the bathhouse are all shabby and old, and old stains and worn threads can be seen. Figure 7-10: Many places in the room (such as the kettle, window sill) are visibly covered with dust, and there are particles on the towels that I don’t know are garbage or what. I immediately asked Trip.com customer service to help me report the situation and request a refund, but the hotel refused. Then I went to the lobby manager to negotiate, and the person I negotiated with was a young Japanese male employee. I think it was quite gentle at the time, and I just explained the situation to him and showed him the photos, but he said that we had already checked in and they were preparing dinner, so there must be no refund today. I asked for one step back and only asked for tomorrow's portion (because I booked two nights), but he still rejected my request after discussing with his boss. We were really helpless at the time, but after careful consideration, we reluctantly gave up the HKD 11,000++ and booked another two nights at the nearby Tiancheng Garden.

The room facilities are complete, the staff service is first-rate, and the food and accommodation are pretty good.

Halfway up the mountain, the scenery is superb. Pure hot spring water, 24 hours a day. Perfect for a hot spring bath in the evening or in the morning. Keep in mind that this place closes early for meals, so be early. The Japanese-style tatami room has a great feel.

The hotel is very beautiful, the service is very warm, and there is a dedicated person to introduce the various facilities of the hotel. The breakfast and dinner were very sumptuous. There was a private bath in the room. I went around the public bath, but there was almost no one there. In the morning, ask the hotel to send your luggage directly to the station, so you can travel empty-handed~

The internal environment of the hotel is first-class, the rooms are very good with mountain views, the private hot spring is very convenient for bathing, and the dedicated service is very attentive. I will book this hot spring hotel again next time.

房間服務非常好

The hot springs are very comfortable to soak in, and the Japanese food we eat is also good. Although there was something wrong when we checked in, I figured it out quickly. Good service