Hoshino Resorts KAI Sengokuhara

Clean, friendly and neat!!! Especially drawing activity was very fun! Better food can be recommended for the best spa resort.

This was one of the best experiences of our life. The staff was very kind and helpful. The food was perfect and the onsen/outdoor tub was amazing. I would give more stars if I could.

Over all the service was not what I have been expected

Excellent place to stay , attentive staff , beautiful room, delicious food and 24 hour reception came in really handy as our flight was super late and we arrived much later than we thought . Our driver was worried there was going to be no one to open the door . The phones were off in their offices as it was after hours but finally we got there and there was someone waiting for us.

Sharing our experience in the hope others will find the information useful. We spent two nights here. Three key observations. SERVICE Bluntly the service was nowhere near good enough. Throughout the stay. A number of staff were clearly trying their best but it felt like we were being looked after by trainees. Three examples: on arrival we waited for 25 minutes in reception, with no one else waiting, no check outs or other check ins, with almost zero information or updates. The only contact with the sole member of staff was when she came over to us and said 'you have booked dinner for 7.30, it will be very busy, we advise you to re-book at 5.30pm'. We said no thanks, not least as it didn't suit us but also as we'd booked 7.30 many weeks before (as it turned out it was almost eerily quiet at 7.30 ... one wonders whether they were trying to get all guests seated in that single early sitting). She then returned 10 minutes later to ask if we were sure whether we wanted fresh towels every day (bear in mind we hadn't even checked in at this point). We asked to book a cab to the local (Odawara) station on departure. We were told it was 'very hard'. We were subsequently told it was taken care of, but then - over the following 6 hours, including twice at dinner that evening by two different hotel employees - we were asked, 'do you need a cab, today? tomorrow?'. These are the simple things, the small things that should be automatically removed from guests' list of worries. But they wer