Hoshino Resorts Kai Aso

Really far off location. Great place for a silent retreat.

界 阿蘇是今次九州訂了三間溫泉旅館其中也是最後一間入住的帶著興奮心情，入住有點失望😮💨收費是溫泉旅館2倍價錢(8XXX)3人，給我感覺只有大堂保持良好維修、清潔度。 只有12 間是獨立式小屋，步行一段小路到達入住小屋，沿途小路路面非常多雀鳥糞便，有點嘔心😖，酒店也要注意屋內清潔，放水杯枱面不太清潔，洗手間窗積了很多塵，屋內傢俱，戶外私人溫泉有點破舊。 晚餐、早餐值得一讚，職員也很有禮貎。

親切的服務！ 房間很舒服！

酒店硬件及溫泉一流，但員工英文較差。

We are a party that booked 3 rooms at Kai Aso for 2 nights. Whilst the English speaking reception staff were always helpful, unfortunately one room, No 11, was totally inadequate & substandard. Room floor heating was not working both nights. Whilst the room temp showed 30C, it felt like 20 max 23C. It was very cold both nights, outside temp dropped to 0C both nights. For the first night the staff provided a heater and the second night another one was added. Third day morning, the heating for water supply did not work and staff thankfully managed to restore heating to the water supply. Second room 13, wash basins in the bathroom were clogged with very poor water drainage. Whilst the floor heating worked in 2nd room, the bathroom was also cold and not 30C as indicated, more likely 23C which is not comfortable. I lodged a strong complaint but all the manager in charge, Mr. Sayumi Ueda offered nothing except perfunctory words of apology and contrition. Hoshine group markets itself, many of their hotels/ryokans as 5 star properties, which I think includes Kai Aso, as we paid an expensive rate to stay. This was our third stay in the property and whilst the 1st two were good, the recent stay left a very unpleasant experience. High end international hotel chain will normally compensate in monetary form or credit for a future stay provided. Udea said NONE can be offered, so tarnishing Hoshino's reputation. Is their management aware of their managerial response? Be warned!

I didn’t had the chance to stay here, but I had an unexpected experience that I would like to share. I arrived to the resort on 22 August, realised I had booked the wrong dates of stay and the resort was fully booked. As it was getting dark for the day, the very kind front desk staff was very emphatic and helpful, and finally made all the necessary arrangements to put me in another Hoshino property in Beppu. I am so impressed by this wonderful experience, that I immediately made another room reservation for my next year’s vacation in April. I couldn’t recall the name of the kind staff who had helped me, but I hope the hotel could retrace and please send my utmost appreciation to her dedication and service.