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!

Stayed room

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

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.

Stayed room

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

The dinner and breakfast is good, we were served by a nice hotel staff and the food tastes good.
The room is clean.
The hot spring is perfect, I feel the difference on the treat to my skin.
And thanks for delivering my iPhone charger.

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

It’s rare to find a place that excels in all three aspects: the quality of the onsen, the food, and the level of service, but Matsuzakaya Hoten is perfect! The atmosphere of the ryokan is also wonderful. Considering the quality, it’s very reasonable. I’ve visited many places in search of a regular stay, and it looks like I’ve found the one here. A fantastic ryokan that makes you feel the tradition and history!

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Superior Twin (Kakumeikan)

We love the hotel, the room, the private onsen, the food and especially the service! Three member of the staff made our stay especially memorable! First of all I would like to mention Shovan who with a lot of patience explained us our dinner menu and provided us with a great service. The second person that needs to be highlighted is Lihn. She reacted promptly to our requests and made sure that we would feel comfortable during the stay! Also we would like to mention Yu who was very kind!

We were surprised by the small details and the overall experience. We will definitely one back!

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Superior Twin (Kakumeikan)

The focus of a trip can vary depending on the moment—whether it's sightseeing or something else. This time, we decided to make the accommodation the main highlight, and it turned out to be a highly satisfying journey. From the service to the facilities, every aspect was filled with hospitality, leaving us with only wonderful memories. Although most of the staff were young, it was clear that they had honed their skills and were dedicated to providing the best experience for guests. The food and hot springs were also absolutely satisfying. I would love to visit again regularly for a retreat.

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Superior Twin (Kakumeikan)

This Ryokan is very friendly and calm. I recommend if you want to have a typical onsen and eat kaiseki with incredible
Taste. Also the staff is very kind.

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

I am truly grateful for a wonderful stay. The quality of the onsen was great, and the smiles and kindness of the staff were very warm. I left feeling completely satisfied. Thank you very much. I am looking forward to returning when it gets warmer. Wishing everyone good health and a happy new year."

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Superior Twin (Kakumeikan)

The room's onsen was amazing.
We both enjoyed it seven times.
The quality of the onsen was truly wonderful, and it felt like such a luxury to have a source-flowing onsen.
We’ve already talked about returning for another special occasion.

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

This was my first stay, and I was very satisfied with the hot spring quality, enjoying the bath flowers as well. The staff, mostly young, were very friendly and provided excellent service.
Since I checked out just before the checkout time, I could hear the cleaning starting in other rooms, but I expected some noise due to the wooden structure, so it was not an issue for me. (The noise was not noticeable at night.)
I would love to visit again.

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Superior Twin (Kakumeikan)

The dinner was even more delicious than usual.
Previously, there was a layout guide in the room showing the layout of the hotel by building name, which was very helpful. Additionally, I think it would be safer to add handrails, including in the open-air onsen, at the large onsen area.

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Standard Room with Shower (Matsukaze)

This was my second stay. The young staff are always energetic and friendly. I was touched to see the same person who helped me during my previous visit take care of us again. As always, the hot spring water with onsen flowers left my skin smooth, and I enjoyed a relaxing experience in the kotatsu, fully immersed in a unique Japanese cultural experience.
One suggestion: it would be helpful to have a bell or buzzer during meals. This would allow guests to smoothly request drinks in the evening or refills at breakfast without having to wait.
I look forward to visiting again during the autumn leaves season.

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Superior Twin (Kakumeikan)

Matsuzakaya Honten was a wonderful experience from start to finish for a mini celebration. We were kindly greeted upon arrival with hot tea, snacks, and a warm smile. Onsens were incredibly relaxing. Food was fantastic. Would love to visit again in the future!

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

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

I was moved to see that Matsuzakaya Honten and Tokoan, depicted in Hiroshige Ando's ukiyo-e, are still in the same location.
The natural onsen water is amazing. I feel revived. I’ve never seen such beautiful bath flowers before. My skin feels great, and I can really feel the benefits.
The lounge is spacious, elegant, and offers a relaxed atmosphere. I enjoyed free tea, coffee, wine, and draft beer with friends at one of the many tables.

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Standard Room with Shower (Matsukaze)

This is our second stay, following our visit in July. The staff remembered my wife and me, and we were greeted with even warmer, more open smiles this time. The service felt more friendly and heartfelt, in a very good way.
Both dinner and breakfast were delicious, providing just the right amount of satisfaction. We had enjoyable conversations with the staff, and the overseas staff gave detailed explanations of the dishes in Japanese with a smile. Their sincere effort brought a tear to my eye.
The hot springs were wonderful, with a subtle sulfur scent and bath flowers in the water, which reflected the high quality of the spring.
The fresh flowers placed throughout the hotel were beautiful and elegant, adding to the overall soothing atmosphere, which truly matched the essence of Matsuzakaya Honten.
It was a perfect stay! We made a reservation for next May at checkout. Looking forward to it! See you next May!!

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

I visited with a long-time friend to create memories, and it turned out to be a very special day.
The staff were kind, and the facilities were excellent. There were several private baths, and it was easy to make reservations with plenty of availability. Both dinner and breakfast were light and delicious. We also thoroughly enjoyed a special jazz performance held in the evening.

The hot spring water had a slight sulfur smell, but my skin became very soft after the bath.

I was impressed with every aspect of my stay. I would love to visit again when I come to Hakone next time. Thank you so much to all the staff who treated us kindly!

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Superior Twin (Kakumeikan)

全体的に非常に満足しており、中国語のサービス能力に欠けており、食事が美味しくないということはないのですが、ただ品ぞろえがあまりにも限られており、一部のお客様は生臭い味を受け入れられません。食事の中には生臭い味がやや濃いものが多く、実際には魚単品の食事スタイルの上で、1から2種類の食事を選ぶことができます。そうすれば、食べ物を無駄にしないだけでなく、お客様のニーズを満たすこともできます。あくまでも個人的なアドバイスです

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Superior Twin (Kakumeikan)

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!

Stayed room

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

My wife and I planned a hot spring trip for our wedding anniversary, and we had the pleasure of staying here.
From check-in, we received thorough explanations and enjoyed relaxing in the large public bath, private baths, and lounge with a beer and sake after our bath.
The quality of the hot spring water was incredibly smooth, and my wife was delighted with how soft her skin felt.
We are looking forward to staying again on our next hot spring trip.

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Superior Twin (Kakumeikan)

The onsen and the room we stayed in were especially great.
The staff were all very kind.
If I had to mention something, I did notice some dust on the humidifier we borrowed.
The hot spring was wonderful, and the room was a corner room, which was very comfortable. I definitely want to stay again.
Thank you very much!

Stayed room

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

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.

Stayed room

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.

Stayed room

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.

Stayed room

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

Stayed room

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

Stayed room

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.

Stayed room

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