We stayed in a Deluxe Room which was fantastic—apparently recently renovated, and the new touches were excellent. We also appreciated the arrival Happy Hour with unlimited drinks and light snacks. Unfortunately, the positives ended there. The service was deeply disappointing. The staff seemed completely bothered by our presence and rushed us through interactions, including breakfast orders. The low point was dinner: we were told the restaurant was 'full' and had to find food elsewhere, despite seeing only about five people dining inside all night. Since the hotel is isolated up a mountain (a 30-minute walk to the nearest conbini) and they offer no room service, we were left stranded with no alternatives provided by the staff. Note to travelers: We luckily found Bombay Hakone, an Indian restaurant that delivered excellent food up the twisty mountain roads in the rain—major kudos to them. As for the facilities, the onsens were nice but small, and the outdoor roof leaked, dripping ice-cold rain on us while trying to relax. I have stayed at many ryokans and hotels in the Hakone area; this was my first and last visit to Hotel Marroad.
We stayed in a Deluxe Room which was fantastic—apparently recently renovated, and the new touches were excellent. We also appreciated the arrival Happy Hour with unlimited drinks and light snacks. Unfortunately, the positives ended there. The service was deeply disappointing. The staff seemed completely bothered by our presence and rushed us through interactions, including breakfast orders. The low point was dinner: we were told the restaurant was 'full' and had to find food elsewhere, despite seeing only about five people dining inside all night. Since the hotel is isolated up a mountain (a 30-minute walk to the nearest conbini) and they offer no room service, we were left stranded with no alternatives provided by the staff. Note to travelers: We luckily found Bombay Hakone, an Indian restaurant that delivered excellent food up the twisty mountain roads in the rain—major kudos to them. As for the facilities, the onsens were nice but small, and the outdoor roof leaked, dripping ice-cold rain on us while trying to relax. I have stayed at many ryokans and hotels in the Hakone area; this was my first and last visit to Hotel Marroad.
