Karuizawa Marriott Hotel

This was our first stay, and we used your Hotel for a 2-night, 3-day trip to fully enjoy Karuizawa with my wife. Check-in via IKYU.com was very easy and smooth, and the front desk staff were excellent. Our Room faced a major road, but thanks to the double-glazed windows it was perfectly quiet, and we were very satisfied. The meals—our top priority—were just right in both quality and portion size. We were also comforted by the warm hospitality and constant smiles of all the dining staff, and truly enjoyed our conversations with them. Regarding my allergy needs, information sharing among the staff was thorough, and they responded to our requests flexibly and with great care. The only disappointment was that the sound of guestroom doors closing was quite loud—surprisingly so even while inside—and it woke me several times early in the morning. I strongly recommend adjusting the door closers. As an aside, I believe it was thanks to your Hotel that I managed to set a new personal best score during a round of golf while staying there. My wife also said she would definitely like to return, so we would appreciate your wonderful hospitality again when we do. I am sincerely grateful that this stay allowed me to do something special for my wife (laugh). Wishing your Hotel continued growth and success in the future.

Thank you for your support. This is my first time posting.To be frank, the Hotel was not clean. First, the bath: although it is a recirculating system, it did not feel hygienic. The bath windows were not clear, and there was limescale on the metal fixtures around the sink.I’m sorry to say this, but it seems I mistakenly made a Reservation for a Plan that does not include lounge access. On the first day, since we were not aware of this either, we used the lounge. However, when my wife went to the lounge on the evening of our second night, she was told that “this Plan does not allow lounge use.”In my view, a top-class hotel professional should be considerate enough to ensure guests never feel uncomfortable in any situation. Although this was our mistake, we will not stay here again.(Thank you to the young staff member who helped us at the restaurant.)