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Terry K
New York City, New York

Well managed mountain retreat in popular hot spring resort

5.0 of 5 bubblesReviewed 4 weeks ago
Property is about 20 years old but well maintained and managed. Rooms are large for Japan. Many rooms have nice view of country side or Mt Fuji on a clear day. Restaurant has courteous service and excellent food. Will be happy to return.
Date of stay: May 2024
5.0 of 5 bubblesValue
5.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
Review collected in partnership with Hyatt Hotels
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sales Hakone, Marketing at Hyatt Regency Hakone Resort and Spa, responded to this review
Responded 1 week ago
Dear Terry K sama,

Thank you for your stay with us and taking time to post your comments on Tripadvisor. I am happy to know that you had a great stay with us and enjoyed our facilities and offerings. We look forward to welcoming you back to Hakone in the not too distant future. Once again, domo arigato gozaimas.

Sincerely,

Takuya Kishi
General Manager
takuya.kishi@hyatt.com
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviews (1,904)
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Reviewed 4 weeks ago

It was a nice motel. The post arrival information left us climbing the hill without help. (It's a big hill) Be mindful without a phone and with family, getting to the hotel is rather difficult.

Date of stay: May 2024
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hyatt Hotels
Thank cekelly21
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sales Hakone, Marketing at Hyatt Regency Hakone Resort and Spa, responded to this reviewResponded 2 weeks ago

Dear cekelly21 sama,

Thank you for your stay with us and taking time to share your experience on Tripadvisor. I am very sorry to hear that you needed to walk from Gora Station and please accept our apologies for not informing you on transportation in advance. We run a complimentary shuttle from Odawara Station to the resort three times a day and short ride to Gora Station between 10:00 am and 6:30 pm. Once again, domo arigato gozaimas. We hope to see you and your family in Hakone in the future.

Sincerely,

Takuya Kishi
General Manager
takuya.kishi@hyatt.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 May 2024 via mobile

Would be a five star - but an unclean start.

The place was amazing, we had views to the tip of Mt Fuji. The bed was comfortable, the room huge. The location is the perfect getaway.

Access was easy by public transport. A short 5 min walk with bags the only challenge.

Staff were friendly. Service was amazing.

However, the only negative was the bathroom was not clean on arrival. Not the end of the world but the most expensive hotel of our trip, the one we had as our Special part of the Japan trip started that way. Staff cleaned it and were apologetic.

After we got over that - not that long I must be honest we explored the area.

There was a Cafe in town - Coffee Camp - they were amazing. Made a huge deal that is was my wife’s birthday. Thank you to them.

The hospitality at the hotel and surrounding areas was the best.

Date of stay: April 2024
Trip type: Travelled as a couple
1  Thank Brad B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sales Hakone, Marketing at Hyatt Regency Hakone Resort and Spa, responded to this reviewResponded 4 weeks ago

Dear Brad B sama,

Thank you for your stay with us and taking time to post your comments as well as nice pictures on Tripadvisor. Please accept our sincere apologies for the negative experience you encountered at the beginning of your stay. I am glad to know that you fournd our hospitality as well as our neighbors'. Once again, domo arigato gozaimas. We hope to welcome you back to Hakone in the future.

Sincerely,

Takuya Kishi
General Manager
takuya.kishi@hyatt.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 May 2024 via mobile

Our room was perfect for our family of four-loved the mix of Western and Traditional Japanese. The robes were lovely to lounge around the room in and we enjoyed the room service and buffet breakfast. Staff throughout the hotel were exceptional and language wasn’t too much of a barrier. The Onsen was simple and calming and the locker rooms were super clean and well stocked. Only downside is the location, while serene, is far from activities. We only stayed for one night but if staying longer, I think a hotel shuttle to town would be a nice addition. We stayed on the 5th floor and some of the carpeting in the hallway was a bit worn and there was some mold in our bathroom (not a huge deal but a simple vent or dehumidifier would solve this issue).

The architecture throughout the building is stellar and there are a lot of nice details. We loved our welcome drinks and the baby-friendly cribs and diaper pails. The breakfast buffet was so good-the first perfectly cooked bacon and scrambled eggs we had in Japan.

All in all a nice stay and we look forward to returning!

Date of stay: May 2024
Trip type: Travelled with family
Thank Semuteh
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sales Hakone, Marketing at Hyatt Regency Hakone Resort and Spa, responded to this reviewResponded 4 weeks ago

Dear Semuteh sama,

Thank you for your recent stay with us and taking time to post your comments on Tripadvisor. Thank you for shareing your pictures as well. I am happy to note that you and your family enjoyed your stay and our Chef is happy to hear that you liked our beacon and scrambled eggs! We look forward to welcoming you and your family back to us in the not too distant future. Once again, domo arigato gozaimas.

Sincerely,

Takuya Kishi
General Manager
takuya.kishi@hyatt.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 May 2024

This was a great place to relax at the end of our 3 week trip to Japan. We were greeted with an intense two day storm but used it to relax, read and regenerate at this peaceful resort in the hills of Gora. Our room was spacious, had a view of the mountains and we loved the glassed in terrace where you could enjoy nespresso and tea. The Living Room was a nice place to read, enjoy a drink or meal (food was good!) and watch the rain from the two story glass walls. There is a fireplace which we enjoyed, yes, it smelled of smoke but it didn’t bother us. Prior posts talked about free happy hour drinks but they no longer have this. It’s JPY 1000 for wine or beer from a limited set menu, from 430-630. They did give you a welcome drink on the day of arrival. The spa had an onsen which was nice and not crowded, only one other guest when I was there. On the less positive side: steep walk up the hill and not much close to hotel, older TVs not Netflix compatible (although remote had a Netflix option) which you expect in 2024. It’s a resort but they don’t have a pool or gym which would have been nice since the weather was so bad. You had to walk uncovered outside in your Yukata to get to the spa and onsen which was no fun in the storm. Hotel was showing its age but still a lovely place. Also, be sure to add another 28% or so to any of the prices listed on the hotel website to cover service charges and other taxes.. We also had an issue with the shuttle bus which did not pick us up at the station as was scheduled. . The hotel did the right thing and reimbursed us for the taxi but it was a stressful start into our stay..

Date of stay: May 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank LMarieF
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sales Hakone, Marketing at Hyatt Regency Hakone Resort and Spa, responded to this reviewResponded 4 weeks ago

Dear LMarieF sama,

Thank you for your stay and taking time to share your experience with us. I am glad to know that you had a good stay with us overall especially under rainy weather. I am sorry about shuttle bus issue and stress you experienced. Once again, domo arigato gozaimas. We hope to welcome you back again to Hakone and Hyatt Regency in the future.

Sincerely,

Takuya Kishi
General Manager
takuya.kishi@hyatt.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 May 2024

Great hotel, the service was excellent and we had a really good stay here. The shuttle bus was excellent and definitely needed to get around the area and the staff were fantastic. Choose a room with a view, it’s definitely worth it.

Date of stay: April 2024
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hyatt Hotels
Thank Liane O
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sales Hakone, Marketing at Hyatt Regency Hakone Resort and Spa, responded to this reviewResponded 5 weeks ago

Dear Liane O sama,

Thank you for your stay and taking time to post your feedback on Tripadvisor. I am very happy to receive "Excellent hotel" title and I am glad to know that you had a really good stay with us. We all hope to see you in Hakone in the future, Liane O sama. Once again, domo arigato gozaimas.

Sincerely,

Takuya Kishi
General Manager
takuya.kishi@hyatt.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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