We booked 2 double rooms with daily breakfast. It was about a 15 min walk from the Gotemba train Station. We arrived early and was informed that check-in time is 3pm. However, we were able to store our small luggages at the reception and they were kind enough to help move them to our rooms once the rooms are ready. Check-in was smooth and additional amenities are available at the reception if we need them. The rooms are clean and spacious enough for 2 persons with small luggages. The breakfast is decent with limited western and japanese food. You get a good view of Mt Fuji in the dining room. There is also a open terrace on the 4th floor where you can get a view of Mt Fuji. It is well located as there is a Uniqlo, Daiso, pharmacy and supermarket across the road. 7-Eleven is also a 5 min walk away. You can take the free Gotemba Premium Outlets shuttle bus from the Tomei Gotemba bus terminal (about 6 mins walk from hotel).
This is the worst hotel I have ever came across in my whole life! I booked a room to stay for two adults and there wasn't any active option to select for add on one kid. But there's a disclaimer stating that the hotel do welcome kids and able to add a bed in the room but when we are there they refused saying there is actually no such option at all. This clearly deviate from what was published on the booking site! We asked for a refund but they said no refun since cancellation deadline was 24 hrs before check-in date (and too bad for you). They chased us out of the hotel and even threaten to call the police on us. This hotel is so rigid and inflexible, I could not imagine that they could be that inhuman to traumatise my young kid to such extend. He was so tired after a long day travel and worried we will have to sleep on the street! We then had to walk to the train station as there is no taxi available in the dark to catch the last train back to Tokyo. We are all freezing and extremely exhausted. We are sick after reaching Tokyo. I can never believe there is such hotel staff who can do such a thing.
Thank you for writing your honest point of view about our Hotel. It seems like you have misunderstood us in several aspects which took into a bad experience. We heartily apologize for those bad experience. However, we would like to correct some points regarding the review to our online community. The booking was made with one adult and one 8years children and in the hotel policy children whose age is 7years or more is considered as adult. The maximum number of adult that can be stay in a one room is 2 persons that you booked correctly in original reservation. It is illegal to stay with 3adults in one room. However, you arrived with 3adults (8yrs child incl.) around 12pm and you SAID that one person is not going to stay and deposit your luggage as well. When you arrive for check-in for around 21pm, you arrived again with 3persons (8yrs child incl.) and also tried stay with 3 ADULTS for which staff denied because we strictly follow and obey the LAW. The staff also offer to STAY with 2adults according the reservation you MADE while booking and denied the EXTRA person to accommodate which is ILLEGAL. Even though our staff OFFER to stay with 2ADULTS BUT you made a choice to leave our hotel and also took multiple photos of the staff without her permission which is NOT acceptable in Japan. We would also like to clear the doubt about the disclaimer as well. In a disclaimer,” The hotel welcomes children of all ages”,” Add the exact number and ages of your children to your search criteria. We will guide you to the most suitable room type.” Are the sentence that is written and there is no “able to add a bed in the room” STATEMENT. It seems that you haven’t read all the disclaimer which create a misunderstanding between us. We offer to ACCOMMODATE YOU, according to the reservation that you BOOKED. On the basis of our CANCELALTION POLICY AGREEMENT of your booking, the staff denied to refund. When we investigated the facts using our CCTV footage, the staff were NOT CHASING YOU and our staff was NOT THREATENING TO CALL A POLLICE as well. This kind of inhuman activity is UNFORGIVABLE in our hotel and if any staff conduct such activity we Strictly treat the Staff and FIRE them. We humbly request to share your HONEST INCIDENT that was exactly happened. Because of the LANGUAGE BARRIER, there had been a lot of misunderstanding between us which made you through a bad experience. At last, we would like to deeply apologize to you about your bad experience regarding our hotel. We always welcome you and that time we hope to see you to arrive with the correct reservation detail you choose. Once again we deeply apologize for all the bad experiences.
Very accommodating hotel staff. Some hotel staff are good in understanding and in speaking english. Room was okay esp for its price and location (near gotemba premuim outlet, walking distance to a grocery store, uniqlo, daiso, 7/11, mcdo and other local resto). Complete with toiletries. Room size was decent, but the bathroom is too small and bathroom sino was clogged. Room had mini ref and aircon but did not use it because it was cold so it was working as a heater which I did not like. Bed and pillows were not that comfortable to sleep in. Availed of breakfast from the hotel and it was not the usual breakfast that you see from a hotel but the food was nice. View of Mt Fuji was great from the resto of the hotel during breakfast (see photo). Also hotel only accepts upto 12am check in only.
Thank you for staying at our Hotel. Thank you so much for sharing your honest experience. We are extremely happy that we were able to meet up with your expectation. We would like to thank you for sharing your positive though about staff skill. We hope to serve you again in your upcoming tour.
Das Hotel kann nicht überzeugen. Zunächst und in der Hauptsache mangelhaft ist die Tatsache, dass wir - obwohl wir 2 Nächte gebucht haben - morgens auschecken mussten und abends wieder einchecken. Dafür dass wir tagsüber unser Gepäck im Zimmer lassen durften, mussten wir ein „Upgrade“ in Höhe von 2450 ¥ bezahlen. Eine Frechheit. Die Zimmer haben muffig gerochen. Die Fenster waren nicht öffenbar und das Frühstück war das schlechteste, dass wir in den vergangenen vier Wochen in Hotels bekommen haben. Der Eindruck insgesamt ist eher der eines zusammengewürfelten Mobiliars. Die Couchgarnituren sin in jedem Schullandheim besser. Der Onsen ist klein, abgewohnt und altmodisch. Die Ausstattung auch hier so ungeordnet, wie der restliche Eindruck.
Vielen Dank für Ihren Aufenthalt in unserem Hotel. Es tut uns außerordentlich leid, dass Sie während Ihres Aufenthaltes eine schlechte Erfahrung gemacht haben. Was die Buchung betrifft, so war die Zimmerkategorie unterschiedlich, obwohl die Buchung für 2 Nächte erfolgte. Was wir meinen ist, dass Sie zwei Buchungen mit jeweils einer Nacht haben und die Zimmertypen für beide Buchungen unterschiedlich waren. Deshalb müssen Sie morgens auschecken und abends wieder einchecken, da Sie nicht das gleiche Zimmer gebucht haben. Um diesem Phänomen vorzubeugen, bieten wir Ihnen an, die Upgrade-Gebühr zu bezahlen, um Ihr Zimmer für 2 Nächte im selben Zimmer zu buchen. Die Zimmerkategorie für die erste Nacht ist günstiger als für die zweite Nacht. Um also im selben Zimmer zu bleiben, ist ein Upgrade erforderlich und wir haben den Upgrade-Preis berechnet. Die Upgrade-Gebühr bezog sich also auf die Aufwertung des Zimmers und nicht auf die Aufbewahrung des Gepäcks. Für die Aufbewahrung des Gepäcks unserer Gäste erheben wir keine Gebühren. Wir möchten uns für alle Unannehmlichkeiten entschuldigen, die Sie während Ihres Aufenthalts empfunden haben. Wir hoffen, Sie bei Ihrem bevorstehenden Besuch in Gotemba wieder bedienen zu dürfen. Thank you for staying at our hotel. We are extremely sorry for the bad experience that you feel during your stay. About the booking, the even though the booking was made for 2 nights the type of room were different. What we mean is that you have 2 booking with one night each and room types for both booking were different. That is why you have to check out morning and again check in at evening because you didn’t choose with same room. So in order to prevent this phenomena, we offer you to pay the upgrade charge in order to arrange your room for 2 nights in a same room. The room type for the first night is cheaper than the second night. So in order to maintain in a same room the upgrade is needed and we charged the upgrade price. So the upgrade charge was for upgrading room not for storing the luggage. We do not charge any charges to store a luggage of our guest. We would like to apologize for all the inconvenience that you felt during your stay. We hope to serve you again during your upcoming visit in Gotemba.
