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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Premium Room with Hot Spring Open-Air Bath(Shiranso)

We have stayed one night with my wife in a room with private onsen.
We have been in many premium/boutique hotel in the past, but this experience was probably in the top three !
The hotel is beautiful, very authentic but also modern and sparkling clean.
Rooms are huge, well decorated and confortable.
Food was probably michelin star quality and huge portions.
I wish he wad stayed one more night
Thank you everyone for this magical stay

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Premium Room with Hot Spring Open-Air Bath(Wakamatsu)

We stayed 2 nights and loved the Matsuzakaya. The staff were gracious and lovely, the rooms were bigger and more inviting than we imagined and the onsite onsen, especially the private baths, were particularly welcome. The evening keiseki meals were remarkable and the servers were engaging as they explained each of the many courses the meals entailed. Greet place to reinvigorate while sampling traditional Japanese hospitality and etiquette.

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Superior Twin with Hot Spring Indoor Bath (Shiranso)

we had a lovely one-night stay (too short... I'd recommend at least two nights). everything was great! we did pre-order some meal "add-ons" which was the only thing that was a bit off, as they really more than doubled the amount of food we were presented with (just too much food to eat). in reality, they should've been meal options, rather than "add-ons."

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Premium Room with Hot Spring Open-Air Bath(Akebono)

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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Premium Room with Hot Spring Open-Air Bath(Shiranso)

My 2 night stay at Matsuzakaya Honten was an incredible experience. From the start of check in to check out we felt like we were extremely cared for. The food for dinner and breakfast was amazing. The Tokiwa room lived up to expectations and was exactly how it was shown on pictures. There were so many great amenities such as free drinks and being able to reserve a private onsen whenever. My partner was surprised the staff even remembered what items she bought from the gift shop. We were only slightly disappointed we couldn’t get a tea set from the tea ceremony but the price was reduced accordingly for that.

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Premium Room with Hot Spring Open-Air Bath(Tokiwa)

It was the best stay we had ever. The staff are very friendly and eager to help. The hotel food was by far the best we had in Japan. Plus, they made sure to accommodate for any food allergies.
We had the best time.
All the staff are amazing and friendly.
Would recommend for anyone who is looking for an authentic Japanese ryokan experience.

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Superior Twin with Hot Spring Indoor Bath (Shiranso)

Service was very good. Everyone was polite, friendly and warm. It was great they have a team of people who can speak both English and mandarin which was very helpful.
The dinner was surprising good. Free flow of alcohol drink at the dinner and also the lounge. There were 3 places at least for you to rest and relax around the onsen beside your room.
The room was very clean and modern. Amenities were great as well.
The only downside is that it’s far away from the main train but excellent service, amenities and food makes this onsen stay worthwhile.

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Superior Twin with Hot Spring Indoor Bath (Shiranso)

It's been a week since I've left and I find myself thinking about my experiences here regularly. The care that the staff put into greeting you as you arrive, preparing the rooms, serving filling breakfasts and kaiseki meals, everything exceeded expectations. The thoughtful (and English fluent) staff even recognized that one of our birthdays recently passed, and brought a surprise dessert to dinner anyway. I really appreciated how tastefully 'classical' the whole facility felt; it's over 360 years old, but the baths/restaurant were well maintained, and the whole ryokan had enough technology (i.e., a good wifi connection, air conditioning) to feel sufficiently modern at the same time. Logistically, it's not difficult to access (one bus ride up the mountain from Yumoto station) and it wasn't crowded with other onsens nearby. I'd be excited to come back in a few years' time; it's an incredible splurge of an experience that I will cherish for a long time.

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Standard Room with Shower (Matsukaze)

This place was wonderful. We booked the room with a private onsen and it was an amazing experience. The bed was comfortable and the room was spacious. We loved the traditional ryokan experience and the yukatas available to wear. Meals and food were provided and the kaiseki was tasty and delicious. The staff were very accommodating as well. The only con is that it is quite far to get to from the train stations. However, there is a bus stop walking distance from the hotel which makes things a little easier.

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Luxury Room with Hot Spring Open-Air Bath (Ashikariso)

My wife and I stayed in the Senshintei room at Matsuzakaya Honten for the final 2 nights of our honeymoon in Japan. We had an absolutely wonderful time. The Senshintei room was the most beautiful hotel/ryokan room we've ever stayed in. The staff were all incredibly accommodating, kind, and welcoming. The food was amazing, unique, and artfully prepared. Highly highly recommend.

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Exective Family Room with Hot Spring Open-Air Bath(Senshintei)

The Matsusakaya Honten was absolutely marvelous.
Beautiful hotel and garden, great service, calm, excellent food, spacious rooms, exquisite in-room onsen and charming private onsen easily bookable (there are 5 of them), beautiful "public" onsen, everything was amazing.
We first had an extraordinary Premium Room with Hot Spring Open-Air Bath(Tokiwa) and a surrounding gallery.
Then an Executive Family Room with Hot Spring Open-Air Bath(Senshintei), with no gallery but with a beautiful private onsen with its wide view on the garden, and a spacious bathroom with an o-furo.
Both were a bliss.
And what a pleasure to wear a yucata in the ryokan!
We were just a little surprised to hear modern jazz in the dining room. We were more expecting Shamisen in such a traditional place, but it's small detail compared to the ryokan's perfection. And the food was as good as beautiful.
Thanks to the Matsuzakaya Honten that perfectly combines Japanese tradition of ryokan hospitality and modern luxury, the days we spent there were memorable.

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Exective Family Room with Hot Spring Open-Air Bath(Senshintei)

This was my wife’s and my first time staying at a ryokan, and we could not have asked for a better experience. The staff was friendly and helpful, and the amenities and property were amazing. We had such a wonderful time. It was truly one of the highlights of our two weeks in Japan!

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Superior Twin (Kakumeikan)

We had a very enjoyable and relaxing few days at the resort. The staff was very friendly and courteous. The food was excellent and its presentation very pleasing. The restaurant service was top notch. Our room was large and comfortable, with an indoor hot spring bath which we used several times. It was a new and very different experience for us.
We look forward to returning.

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Superior Twin with Hot Spring Indoor Bath (Shiranso)

This was our first stay, and it was a perfect match for our preferences. The staff was very kind, and we were surprised to see so many young staff members. We will definitely visit again.

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Superior Twin (Kakumeikan)

We had an amazing experience by having a night at Matsuzakaya Honten. We were able to enjoy fabulous private onsens for twice and dinner was great. I wish reception staff could communicate more in English.

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Superior Twin (Kakumeikan)

Beyond satisfied. We truly loved the place. The room was big with all necessary amenities. The staff was very nice and helped us many times. The food was good, we discovered specialties.

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Superior Twin (Kakumeikan)

This was a wonderful inn, just as the reviews said. I was able to spend a relaxing time in a beautifully renovated room while reflecting on the history through the stone monuments. The onsen, including the large communal onsen and private onsen, had excellent water quality, leaving my skin feeling smooth. In the lounge, everything from alcohol to juices was included and available for us to enjoy freely. During dinner, we could have as much alcohol as we liked. From arrival to departure, each staff member was young but very dedicated and had a great attitude.

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Deluxe Room with Indoor Hot Spring Bath(Kumoi)

I love onsen and enjoy visiting various ones as a hobby. The water was smooth and soothing, and it really helped relieve my fatigue. Coincidentally, it was my birthday, and I appreciated the dessert service and gift; your thoughtfulness made me very happy. Thank you for your hospitality. I will definitely visit again!

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Superior Twin (Kakumeikan)

Incredible experience. The staff were incredibly attentive, accommodating, and polite. The food and ryokan were very beautiful and hot springs were really soothing after a long days walking and exploring. I'd recommend this spot to anyone looking for a ryokan experience in Hakone.

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Superior Twin with Hot Spring Indoor Bath (Shiranso)

This time, my mother, who was exhausted from the summer vacation in August, quietly planned to be alone in September. She set a goal to visit Hakone Shrine and Kuzuryu Shrine and wanted to choose a nearby inn. I happened to come across Matsuzakaya Honten on Google Maps and decided to stay there.

Though it was a chance encounter, I immediately contacted them because I wanted to stay here.

The room was spacious enough for one person, with a luxurious feel from the Japanese-style room to the wide corridor with red carpet. I truly enjoyed the spaciousness.

The highlight was the hinoki (Japanese cypress) open-air onsen in the room, with onsen water flowing directly from the faucet—it was incredibly refreshing.

Upon arrival, I also enjoyed a private open-air onsen and took advantage of the large public onsen the next morning. The floating onsen particles provided a luxurious experience.

The kama-cooked rice served at dinner was so delicious that I couldn't finish it all, but they kindly made it into onigiri (rice balls) for me to enjoy in my room.

Most of the guests were foreign tourists, but they seemed to really appreciate the Japanese atmosphere of the ryokan. The staff’s ability to communicate in English was impressive.

I gave four stars because the breakfast portion was a bit too large for me, but for those who can eat a lot in the morning, it would be a delight.

Next time, I want to come with my whole family. Thank you!

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Deluxe Room with Indoor Hot Spring Bath(Kumoi)

I had a wonderful time enjoying the onsen, savoring delicious meals, and experiencing the historical facility. I wanted to enjoy it more, but I simply didn't have enough time.

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Premium Room with Hot Spring Open-Air Bath(Tokiwa)

Historic appearance, I will come again. Thank you for the wonderful time.

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Exective Family Room with Hot Spring Open-Air Bath(Gyokoso)

Thank you for celebrating my wife's birthday the other day! She was very happy to be celebrated like this at her age.

The hot springs are, of course, wonderful, but I also appreciate the unmatched hospitality and thoughtfulness from everyone, including those we didn’t meet in person.

When we visit again, I hope to get to know you better.

Looking forward to our next visit! Thank you, Matsuzakaya!

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Superior Twin (Kakumeikan)

We stayed in the recently renovated separate villa, Senshin-tei. The two-room suite with its fresh, pleasant wood scent matched well with the historical pillars and beams, giving a sense of history. The garden visible from the wide veranda was exclusively for us staying at Senshin-tei. Although it was too early for autumn leaves, we could relax while enjoying the greenery. The bathroom area had a clean double sink, and there was an indoor cypress bath and an open-air onsen with natural onsen water flowing directly from the source. I enjoyed soaking alone in the onsen, relieving daily fatigue and savoring happiness. My daughters, who usually have unpleasant experiences with hair dryers when traveling, were pleased to find that Senshin-tei provided ReFa dryers. (Note: the public onsen has different ones) The refrigerator had champagne that we could drink freely, but we ended up enjoying various drinks prepared in the lobby and couldn't drink the champagne. What a pity! We also thoroughly enjoyed the reservable private open-air onsen. The meals were satisfying in both quality and quantity, and the leftover conger eel rice was made into onigiri for us to enjoy in our room. The service was thorough, and we appreciated the comfortable hospitality that was neither too intrusive nor too distant. This is an inn we'd like to visit again.

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Exective Family Room with Hot Spring Open-Air Bath(Senshintei)

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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Premium Room with Hot Spring Open-Air Bath(Shiranso)

This was the perfect relaxing stay after a busy week! There was a summer event going on, so we enjoyed some shaved ice when we arrived. The room was spacious and amazing, and we took ample advantage of the private open-air bath in our room, which was the perfect size for a couple. We thoroughly enjoyed the variety of dishes at each meal, and the service was impeccable!

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Luxury Room with Hot Spring Open-Air Bath (Ashikariso)

It was our child's first stay and experience with an onsen. They seemed to have a great time playing at the children's festival, enjoying the juice, and having fun at the old-fashioned playground. Even now, whenever we see onsen travel commercials, they react with, "Hakone!" and "That was fun!" We also had a relaxing time. Thank you very much!

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Superior Twin with Hot Spring Indoor Bath (Shiranso)

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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Premium Room with Hot Spring Open-Air Bath(Shiranso)

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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Premium Room with Hot Spring Open-Air Bath(Shiranso)

We really love this beautifull honsen and ryokan. Everything was perfect! For us the best place where you can stay in japan.

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Premium Room with Hot Spring Open-Air Bath (Ashibue)

I was able to relax both physically and mentally thanks to the top-notch hospitality. I would like to express my gratitude by mentioning a few aspects of the wonderful service. First, upon arrival, we were greeted on the road, and the staff came to assist with parking, which was very impressive. During check-in, we were offered tea and sweets, and within 10 minutes of arriving, I was convinced that this was the best accommodation. The ryokan maintains the charm of old Japan while being well-maintained where needed, with no complaints. The private open-air baths, with various types and room options, allowed us to enjoy different baths at our preferred times. The staff's interaction was perfect; their high skill in engaging without intruding on our privacy made for a very enjoyable experience, and they all seemed to be happily working. Unexpected summer events like shooting games and shaved ice added to our enjoyment of the season. Lastly, receiving a gift for our special occasion was incredibly generous and made us feel overwhelmed with the wonderful hospitality. Thank you for creating such a special time and space.

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Luxury Room with Hot Spring Open-Air Bath (Ashikariso)

Every detail during our time at the Honten felt very special and thoughtful: the staff was incredibly hospitable and sweet, the location was quaint surrounded by nature and history, the accommodations were very comfortable with multiple spaces to enjoy and the baths and Kaiden experience were superb. It was an authentic, relaxing and romantic experience- We loved our time at the Honten, thank you!

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Superior Twin with Hot Spring Indoor Bath (Shiranso)

I enjoyed my stay at the ryokan, from the welcoming check-in to the check-out with photos at the entrance. It was a great experience to try out the Japanese-style hospitality from ryokan room to the dining and onsen bath, both private and public.

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Standard Twin with Hot Spring Indoor Bath (Tamakazura)

I always enjoy a relaxing stay at this classic ryokan with its calm atmosphere. The sulfur-scented onsen are outstanding, and the private onsen in the room is also excellent. I look forward to using the 'Hanare' next time.

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Premium Room with Hot Spring Open-Air Bath (Ashibue)

I found this place, Matsuzakaya Honten, through an online search. From the moment I arrived, the warm welcome from the staff made it clear that this was a wonderful ryokan.

The staff member who explained the ryokan and the bath facilities seemed to be from overseas but made a sincere effort to ensure we enjoyed our stay.

The room was charming and provided a calming atmosphere.

Dinner was not only visually stunning but also delicious. The detailed explanations of each dish made me even more excited to eat. I was particularly touched when the staff noticed I had a nasal allergy and brought tissues without me mentioning it.

The private bath was clean and enjoyable.

The bed was perfectly firm, allowing for a restful night's sleep.

During breakfast, the temperature of the dining room was adjusted for our comfort, making the meal even more enjoyable.

The send-off was pleasant and left me wanting to return.

This ryokan is highly recommended for anyone visiting onsen in Hakone.

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Luxury Room with Hot Spring Open-Air Bath (Ashikariso)

Onsen was excellent, and the meals served morning and evening were delicious. The staff were very kind. It's a truly perfect ryokan. I plan to visit again next time.

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Superior Twin (Kakumeikan)