Trova hotel a 4 stelle a Ōmachi

We stayed in the hotel for one week. We like the hotel a lot. - Staff are nice and helpful, especially a passionate guy at the front desk. They helped us book restaurants and deal with toll payment. - Breakfast is great. We haven’t felt bored after one week given many varieties. Especially they have “today’s special”, different omelette every day. We like the wasabi cheese omelette. On the other hand, dinner buffet was ordinary. Food became cold. With the same price, we had a nice 7-course French dinner in a nearby restaurant. - Room is nice and clean, although a bit small. Bed is comfortable with different pillows. We have some difficulty to allocate our big suitcase in the room without block the way. However, we noticed poor management for laundry room and emergency cases. - There are only two washing machines. Some people put clothes on washing machines or nearby for queuing. We waited in-person for 15min several times, but someone claimed they came earlier, or said they need to add additional time for dry. We had to wait until midnight to do laundry. - Nice onsen, but poor emergency handling. One day I heard voices from speaker for ＞15min during shower, and then realized it was from a cell phone when I was in indoor bath pool. A lady with black glasses was using the phone in the pool (not sure if taking photos or videos)! I felt very uncomfortable and went to the outdoor onsen. But she came to outdoor onsen shortly. I went back to indoor onsen, and saw the phone on a chair beside the indoor onsen. Another guest also expressed her concern to me. I called emergency phone in changing room, said three times “someone is using cell phone in bathing area, please send a female staff asap”. Unfortunately the guy who answered the call does not understand English. 5mins later he came to the door of changing room, asking who called SOS. I told him again, and he finally understood, but did nothing except asked my room number. After we checked out the next day, the guy saw me and told me in Japanese that “sorry,but we will improve in future” (showed English translation to me). I was very disappointed. 1) Why did the hotel ask a guy who doesn’t understand English to take care of female onsen? What if someone fainted? 2) No actions were taken after I reported issue. No one came to stop the issue, no one checked whether inappropriate photos/videos were taken. Whole staff are nice, the hotel is poorly managed in some places.

環境：羣山環繞，美不勝收，我們主要來滑雪，滑完雪泡個温泉簡直不要太舒服。有到滑雪場的專車，我們是自己租車，離Happone 開車半小時。 衞生：非常乾淨 服務：我們的車在離開的那一天壞了，酒店的一個美女小姐姐非常熱心的幫我們解決了問題，全程陪我們給租車公司打電話溝通，各種嘗試，直到解決問題，大概搞了2個小時，耽誤了她的工作時間。走的時候想要説聲謝謝她已經去做housekeeping了，可惜都沒有問到她的名字。據説不是星野集團最高端的連鎖，服務超超超五星。員工大部分英文不太好，但都很耐心的在努力溝通，有翻譯軟件，所以我不覺得是個問題。其他各種細節入微。非常驚艷。 第一次入住界，已經想着下一次再去了！

地點一流：酒店極近JR 富山駅及 富山電鐵 房間新淨，可眺望立山雪景 有公共大浴池 但一定要客人3:00pm 才能check in, 欠缺彈性，亦要客人們同一時間久等check in , 希望酒店可改善，靈活處理！！ 而且 Trip.com 已從我信用卡扣了費用，但到店後又再要付費，需然trip.com 說會退回費用，但現在我扣除了雙重費用，很不合理