This was our first Ryokan experience in Japan and we couldn't have picked a better place. We absolutely loved everything about it here! So much history and character, it felt like stepping back in time, but with the right amount of modern comforts. Our room (we had Fujitsubo ) was charming, and the garden outside was stunning. We had a private onsen, which was lovely. Everyone here was warm and welcoming, and both breakfast and dinner were some of the best and most memorable meals we had in Japan. Our only regret was not staying longer!

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The hospitality team at Matsuzakaya Honten has done an amazing job, I wished we stayed more than just one night. The awesomeness is evident throughout the experience starting from starting the extensive amount of information on the website to the final checkout. Many resorts do a bad job of sharing "how to get there". The team here was proactive and shared options across various price levels to ensure ease. We ended up with the bus due to time, which was affordable at 1150 yen per adult. vs 80K yen for a private car from Odawara station (2hr direct from Osaka via Shinkansen, 30min direct from Tokyo). Both are around 45m-1hr depending on traffic conditions. The resort is located just 15mins taxi away from Lake Ashi, which has a few attractions worth visiting, especially if you arrive before the 3pm checkin.

Once you get there, you can expect a very warm welcome from the staff. Followed by a great tour of this 300-year-old onsen. Despite the age, the facilities and amenities are on par with what you would expect at this price range. I enjoyed the history + the modernization combo a lot.

We had the Premium Room with Hot Spring Open-Air Bath (Shiranso) for 3 adults and one 5 year old, and it was very roomy. The kinder loved the Kotatsu Table with heater and blanket and the general vibes. Lots of great picture opportunities. The open-air bath was super nice too, perfect for those with tattoos who can't partake in the public bath. But you can also reserve a private onsen, which I also recommend.

Dinner and breakfast was equally delicious. Unfortunately for us, half the party went a little too hard on the free alcohol and slept through most of dinner... but from what I've been told, the food was very authentic and delicious especially if you like kaiseki.

The only thing I would change about our trip is I wished we stayed for a bit longer.

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I chose this ryokan as a birthday present for my boyfriend. From check-in to check-out, everything was just perfect. The room, onsen , and food were all amazing, but what stood out the most was the outstanding hospitality from the staff. I hadn’t specifically mentioned that it was his birthday, but after casually mentioning it during dinner, they surprised us with a birthday plate and even gave us a gift! Also, it seemed like the staff had shared the news with others, as we were greeted with "Happy Birthday" every time we passed by the hallways. My boyfriend was truly happy. I’m so glad we chose this ryokan. We will definitely come back again. Thank you so much!

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We loved our stay at Matsuzakaya Honten. The overall experience was top-notch. The room was very comfortable with a view and relaxing private onsen. The inn itself was beautifully designed with great amenities and common areas for relaxation. The service was excellent and the food was delicious. We highly appreciated how accommodating the staff were for a dietary restriction/allergy. Thank you very much and we hope to be back someday!

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Since the moment you enter to place yo feel the difference with other places where you have spent the night.
The staff welcomes you as if you were royalty, they invite you to sit on the waiting saloon while they handle the check in for you, they will escort you to your room while explaining the historical artifacts and amenities of the place; you then enter your room and your luggage is already there (we sent them via Yamato)
The food is amazing, both dinner and breakfast, it's an experience you must have at least once in your life, they explain each dish the moment they bring it to you.
The baths are so worth it, we reserved the private bath for an hour, it was amazing; it was cold that night, around 7C, but the water was 40C, murky, smelly but so relaxing. Next morning we used the bath in our room, similar experience with different aesthetics.
The place is old, so they have artifacts from older eras, like a mirror belonging to an empress or something.

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I had the privilege of staying at a historic ryokan I had long admired, and it exceeded my expectations in every way. The hot spring water was unique and powerful, and the comfortable temperature left me with a perfect sense of relaxation. The facilities maintained a traditional atmosphere while being impeccably clean and very comfortable, which I really appreciated. I also noticed that the ryokan preserved certain slightly inconvenient elements to maintain its historical value, which I felt was a nice touch and reflected the attention to detail of a long-established inn. The meals were gentle on the palate, healthy, and reflected the chefs' thoughtful care for the guests. The staff were all incredibly kind, and their strong desire to meet our needs was clearly evident. I was especially moved when, despite the busy time, they personally brought ice to our room and rearranged our breakfast seating to a spot with a view of the autumn leaves.

That said, while I was deeply moved by my stay, I refrained from giving a perfect score for the service and hospitality. This is mainly due to an issue I encountered with the online reservation form. Even though the course was non-refundable and listed as a "pay-at-hotel" option, I found it somewhat uncomfortable that I had to submit almost all of my credit card information (excluding the PIN). I understand this may be a measure related to inbound tourism, but sharing credit card details, including the security code, can be uncomfortable for some people. I trust that your guest information management is secure, as stated in your terms, but personally, I feel this way about any institution asking for such details. I hope you will consider this as constructive feedback. Another point was regarding the Gold Bamboo Group card: when I presented it at check-in, I was told, "It cannot be used here." However, I recall being told at another location within the same group that it could be used anywhere. This was a bit unclear, so I wanted to share that with you for reference.

Despite these points, the ryokan was truly wonderful, and I have already made a reservation for next April to bring my parents along. I have entered my credit card details for the reservation as well, and I trust you will manage this information securely.

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Our stay was wonderful. Visiting with my wife and our 10 year old. The facilities were well-maintained, the staff was courteous, friendly and fun. My wife says it was the best part of our week long Japan trip after visiting Nara, Osaka, Kyoto and Tokyo. The onsen are perfect for relaxing weary travelers’ minds and bodies. The food was immaculate and flavorful. We felt refreshed and ready to take on the world after our stay at Matsuzakaya

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I love the quality of the hot spring here and consider it one of the top 3 in Japan. I received a newsletter about the renovation of the large public bath, so I brought my in-laws along. I was very impressed with the improvement in service compared to 4 years ago. The staff exhibited a level of friendliness and attention to detail similar to that of theme park employees. During meals, not only were the ingredients well explained, but staff also answered various questions pleasantly, making for a very satisfying trip. (The fact that alcohol was now free during meals, in addition to the all-you-can-drink at the lounge, was also a delightful surprise!)

However, it seemed that the large public onsen was a bit lukewarm, possibly due to the increase in inbound demand. Although this was quickly resolved after we notified the staff, it was a bit disappointing. I understand that adjusting the temperature of the onsen can be challenging due to its high temperature, but since the hot spring is the highlight of my visit, I hope you continue to strive for improvement.

We were excited to visit again during the colder months. Thank you very much.

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Greetings,

I had a very pleasant and memorable stay at your hotel. We chose your hotel because we wanted to give our children a different cultural immersion, and I believe we made the right choice. I also sincerely appreciate your patience with our children's mess.

Almost everything at your hotel exceeded my expectations. The staff was very friendly and helpful, and the hotel itself was extremely high-standard. It gave me the illusion of traveling back to the 1990s. The food and service were exceptional. Above all, the way the hotel is so delicately balanced with nature inspired me with new thoughts about life and living.

I could go on and on about all the good things about your hotel.
However, there are two things that I believe could be improved. If I were to consider revisiting your hotel as a family tradition, I would like to see these two things addressed.

First, I found that the pre-check-in process was not as people-oriented as the rest of my stay. I was concerned about the typhoon situation, but I had to explicitly ask to ensure that it was okay to travel. If you could provide more proactive care, it would make a huge difference.

Second, I had some issues with the payment process. It seemed difficult to use different payment methods. Most importantly, I am a bit uncomfortable with the fact that Kinnotake stores my payment information and charged my old card multiple times (even before my stay). Even though you eventually credited me back, I do not believe this is the correct way to handle client payments.

Despite these two issues, I really enjoyed my stay at your hotel and wish you continued success.

Sincerely,
Peter

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