Hoshino Resorts Kai Aso

Great experience similar to other Hoshino resorts. Excellent service and atmosphere.

Really far off location. Great place for a silent retreat.

Very luxurious hotel with chalet/cabin type rooms with private onsen in Mt Aso. While the rooms themselves have views only of the woodlands, the main building has an amazing views of teh five craters of Mt Aso. The private onsen is excellent for foreigners like my wife and I not comfortable with public onsen. The food provided is excellent which is typical Hoshino Kai flare if you are aware of the brand. At Mt Aso, we were very well taken care of by our assigned host, Ms Wakana. She took excellent care of us and provided us with excellent information in English of the cultural aspects of the cuisine served. We are very grateful of her effort to make us feel more at home and welcomes.

We are a party that booked 3 rooms at Kai Aso for 2 nights. Whilst the English speaking reception staff were always helpful, unfortunately one room, No 11, was totally inadequate & substandard. Room floor heating was not working both nights. Whilst the room temp showed 30C, it felt like 20 max 23C. It was very cold both nights, outside temp dropped to 0C both nights. For the first night the staff provided a heater and the second night another one was added. Third day morning, the heating for water supply did not work and staff thankfully managed to restore heating to the water supply. Second room 13, wash basins in the bathroom were clogged with very poor water drainage. Whilst the floor heating worked in 2nd room, the bathroom was also cold and not 30C as indicated, more likely 23C which is not comfortable. I lodged a strong complaint but all the manager in charge, Mr. Sayumi Ueda offered nothing except perfunctory words of apology and contrition. Hoshine group markets itself, many of their hotels/ryokans as 5 star properties, which I think includes Kai Aso, as we paid an expensive rate to stay. This was our third stay in the property and whilst the 1st two were good, the recent stay left a very unpleasant experience. High end international hotel chain will normally compensate in monetary form or credit for a future stay provided. Udea said NONE can be offered, so tarnishing Hoshino's reputation. Is their management aware of their managerial response? Be warned!