UUtente ospiteI am a repeat guest in both the main building and their cottage suites across the street by the dog park. The quiet scenic location, facilities, amenities and options, room service, and well-mannered restaurant staff, along with the wonderfully designed and spacious cottage suites made it a favorite getaway that I hoped I could rate with a five, finally, after all these years (I was hovering around a four and they kept improving, so thought I’d wait until I could rate it a five). Unfortunately, our stay at the cottage suites this time was a disaster that was poorly handled by the young and apparently too inexperienced managers at the site (or their sister location across the way). Why? The answer is that there was a loud tone from the spa water pump that did not relent for a second the entire time we were there and they said they could not shut it off without adversely affecting the spa. At the other end of the cottage suites building, we could also hear the unrelenting and nerve grating buzz of some kind of electric generator. Both of these did not quiet down the entire time, day or night. Even though the management was called to experience it for themselves and acknowledged knowing about it before our reservation was made, they basically said “it can’t be helped” and apologized with an offer to switch to a standard room. Of course, we had planned our stay at the cottage suite months in advance knowing the luxury and comfort we were used to there, and making a switch was not what we planned for our small chance at a weekend holiday during the pandemic. They had no trouble still charging us more than ¥100,000 for the night we decided to stay. They did not acknowledge they should have forewarned us (or any guest) in advance that they were having that problem, and they did not offer something like a substantial discounted stay opportunity for a future stay there after repair. No. They told us that other guests did not seem to mind as much as we did (how did they sleep ?? Or enjoy the balcony ??). Excuse me ??!! How insulting ! And that for repeat customers who had sent so much business their way?!? It felt like a betrayal. On that particularl stay, all else was good, as usual, apart from two more things that annoyed. The first was that they substituted several things in the morning breakfast buffet. Having been there so many times, the bread, pastry, and sausage quality, for example, really went down. We thought it must have been due to something related to the pandemic situation and disrupted supply lines, so that could be forgiven. The second was a young inexperience staffer who would only communicate or make eye contact with my Japanese partner, even if I addressed her in Japanese. That was not as forgivable, as that kind of thing had happened once before several times earlier as I paid the bill on checking out of the hotel, and obviously I was the one they were transacting with, so why talk over my shoulder as if I wasn’t e
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