I wanted to enjoy this hotel, but each experience made it less likely. The check-in was terrible; the staff ignored us and helped others, even though we had been waiting in line. Although many international travelers were present, the hotel isn’t foreigner-friendly, and communication was difficult, even with translation devices.
Hakone is a small town with limited dining options, especially on weekdays. We tried to book dinner reservations upon arrival, but the hotel had none. The hotel is old and poorly maintained. Our room was dirty, the private baths had cracked tiles that leaked water, and there was mold on the restaurant ceiling.
While free beverages are offered 24/7, the quality was poor. A complimentary snack is provided for 30 minutes each evening, but by the time we arrived, they had run out, leaving us without dinner alternatives. If you don’t like traditional Japanese food, skip breakfast—it was not worth it, and most guests left quickly due to the poor quality.
The terrace, while nice, doubles as a smoking area, so it smells bad. The private baths are first-come, first-served and cannot be reserved, meaning they’re often unavailable. Guests with tattoos are restricted to these baths, further limiting access, and since Hakone doesn’t have much to offer after hours, the baths are always crowded. A redeeming feature is the free, self-serve cocktails in the evening, but this doesn’t make up for the overall poor experience.