“tired hotel that changed ownership and deteriorated”

The Dinners were nice

“disappointing”

My stay at Hakone Kowakien Tenyu was a major disappointment, especially considering the price of approximately €1,000 per night and the expectations that come with a five-star hotel. From the moment we arrived, it became clear that the reality did not match the way the hotel presents itself. The room felt outdated and did not meet the standard suggested by the hotel’s website and booking platforms. Our children slept on thin mattresses on the floor, and the quality of the bedding was disappointing. The pillows in particular were extremely uncomfortable and felt more like something you would expect in a budget accommodation rather than a luxury resort. In addition, the private outdoor bath was not sufficiently clean, and the hanging chair shown in the balcony photos was missing. As a result, the room did not live up to the expectations created by the hotel’s own promotional materials. During our stay, the room was not cleaned, and we did not receive fresh towels. Only afterwards were we informed that this service had to be requested separately. For a hotel in this price category, guests should be able to expect such basic services to be standard, or at the very least clearly communicated in advance. The buffet also fell far short of what one would expect from a luxury hotel. The quality did not match the price, and there was very little variation between the different evenings. What is presented as a culinary experience felt more like a standard hotel buffet, without any special focus on quality or variety. When we raised these concerns with the staff, our complaints were hardly taken seriously. Communication was difficult due to the limited level of English spoken, which made it challenging to properly discuss and resolve the issues. When we explained that the experience did not correspond with the advertised five-star standard, there was very little response. The most disappointing aspect, however, was the way the hotel handled our complaint.

“Aweful”

Not much

“Perfect !”

Everything is including ! Free Shuttle. People are very nice Very clean Beautiful view

“Nature is around”

Nature is around

“Beautiful accomodation and location. Amazing dinner buffet.”

Everything!

Food was quite basic (apart from sushi, which was really good).

“Great location to relax with private onsen.”

We stayed here as part of our honeymoon trip through Japan and this Ryokan was exceptional. We purchased the teppanyaki dinner both nights and we were blown away by how great the restaurant and hotel staff were, the hotel staff did everything they could to ensure we had a fantastic stay! The hotel shuttle makes getting around a breeze and paired with the Hakone free pass it made sightseeing around Hakone a great experience. Our private onsen was amazing more than large enough (the photo can be deceiving) for both of us to comfortably sit and enjoy the wilderness. If you need a break from the hustle and bustle of Japan's cities this is the perfect place to get a bit of relaxation in! We hope that we have the opportunity to stay here again!

“Overall will be 8/10.”

Excellent and clean facility.

“Nice stay in Hakone”

Staff and views were outstanding.

“Perfect! Wish we could have stayed longer”

Everything! The staff were amazing and the onsen was 10/10

“Beautiful mountain retreat”

The onsen and design and the service

“Amazing place to relax”

The hotel is really wonderful and it has been a great experience. The room was amazing and all the staff was superb. Such a relaxing experience with a great dinner and breakfast.

“Gorgeous onsen hotel in the hills with stunning views.”

Everything … fabulous hotel in a stunning location with exceptional views ! The onsen thermal baths are simply wonderful ! Rooms are very nice and well equipped ! Super clean ! Loved the bath on the terrasse ! Food is amazing … what a selection ! Very good service as well ! But watch out with the dinner timings ! Not easy to change your slot once you get there !

“A treat !”

Outstanding service. Amazing buffet dinners and breakfast. Staff extremely helpful and accommodating. Packed us a boxed breakfast on our last morning as we left too early to enjoy breakfast. Token for the ice cream machines. Rooms beautifully appointed. Serene, beautiful settings. Highly recommended

Facilities are amazing and incredibly well kept

“Beyond expectations”

Absolutely everything fantastic dinner picturesque surrounding all the facilities and personnel are wonderful

“Could have been so great but was bad”

Great place Very great staff

“Exceptional hotel, great location, food and staff, just a bit pricey.”

We had one of the superior rooms with a spring bath tub in the porch and it was fantastic. The room itself had western style beds which were very comfy, breakfast and dinner i(ncluded) were both buffets with plenty for even fussy eaters, (of which I am). Well situated near to the cable cars and ropeways, we really enjoyed our stay.

The location was great, the staff were all very friendly and eager to help with anything. The buffet dinner offered an extensive variety of food and everything was delicious. They had complimentary drinks and snacks available in the hall and unlimited free ice cream. The 2 onsen are rotated daily between men's and women's so we got to experience both the infinity pool and the one at the bottom of the waterfall. The infinity pool one offers great views of the sunrise. Definitely worth the price!