room was next to a generator which kept us awake all night

The hotel was lovely and we were received warmly by reception staff. Our room was spacious and breakfast was delicious. Shuttle service to Karuizawa station was provided.

Corridors are just a little too dim.

great setting and view

interior is too dark breakfast is not 5 star, no fresh juices, no real bread

The room was big and very clean. The staff were very friendly and helpful. The whole property was very nice and new (they opened two years ago). We had a great one week stay there and we enjoyed it a lot. If they could improve more on the details I believe they will reach to a total new level and become a gem of Karuizawa. The French restaurant and the Japanese restaurant were very delicious and the staffs were very friendly and nice. We would specially thank the staffs because we felt that they are very eager to help and to serve the guests, even if it was something they didn’t get trained of, they try their best to answer guests’ requests.

Devils are in the details. Overall we loved our stay and we were very happy with the staff there. We just think they need to improve details on the service and if they do, we really believe they will reach to a new level. - as a 4-star hotel, the lack of pillow choices was a surprise for us. They only provide two pillows on the bed, one very soft and flat, another fairly hard. - the room was extremely dry, even though there is an air purifier/humidifier in the room, you can’t choose or change the humidity level of the machine for some reason and it was always under 30%, which we suffered a lot from the dryness. - no room service. We wanted to use room service but was told they don’t have it... another surprise. But on Christmas Eve they made an effort for us when we asked whether they could bring a bottle of champagne to our room, they did it for us. - only 3 restaurants and one of them was not even open, I guess it’s because it’s the low season. To be fair, it’s a small property and I understand they don’t have more restaurants. But the hotel is a bit out of the city center so if you stay like us more than 3 days it’s a bit inconvenient when you want to eat something else even if you had a car, and since they don’t have room service, if you want to eat something late night, you might have to either sleep with an unsatisfied stomach or drum on your car with your PJ and drive 20 mins to the city center. - poor choice of wine at the mini bar. - breakfast. It is an OK breakfast service I would say. But is it good enough for a 4-star? No. The choices are quite limited and some of the food servings didn’t make sense to us. - I noticed during our stay that there are a lot guests came as families and a lot of them are young families. If the hotel could pay a bit attention on this and start providing baby cots and young family friendly service it would attract more such guests.