not elderly friendly due to the steep slope to the hotel

breakfast buffet is excellent. the hot springs are beautiful and very peaceful. the view from the room’s window was incredible.

the manager seems not to know what he’s doing and is not helpful towards guests.

A beautiful hotel in the town of Zao Onsen. Facilities were amazing, onsen were excellent and meals were very high quality including kaiseki style dinners and buffet style breakfast. The free shuttle bus for guests to and from Yamagata Station is extremely convenient - contact the hotel via email 3 days before check-in to arrange this! For Western travellers this is a very Japanese hotel with some language barriers present. A few staff speak English but the majority do not. It's not insurmountable but it led to a few minor moments of confusion. For example we were assigned to dinner at different restaurants on nights 1 & 2 of our stay. This wasn't explained beforehand and so the hostess of the restaurant from night 1 walked us down the corridors to the other restaurant on night 2. As a say - not a significant issue but just small things.

the staff are quite friendly

the onsen was not fantastic. very expensive

The reception staff made exceptional assistance to send us to nearby hotel which we stay for another night in Zao onsen. Understand that the hotel normally does not provide any free transportation other than to Yamagata Station. Secondly, the pick up waited for as we were late because we waited at the wrong exit. We were about 10 mins late. Very helpful staff and driver.

More clearer instructions for pick up location for free shuttle bus from Yamagata Station.

Very clean and good location. Nice onsen.

right next to the ski slopes. fun to walk around during the cool summer nights. The public bathing area was beautiful.

not much character…typical large volume, low budget construction

Loved the outdoor Onsen. Seemed like great different temperatures in the different baths.

Mi I also food options available during Covid period, but understandable. Limited information on what to do with kids in the area.

Very beautiful location. Comfortable spot for viewing Mt. Zao! ☺️

No complaints!

The hotel is lovely and the Onsen was fabulous! Overall the staff were super helpful and breakfast was great. The location is also great. While we didn’t have snow we could imagine that it is a perfect location to visit during the ski season.

We weren’t allowed to unload our car in front of the entrance and this seemed strange as we had to walk a long way from car park with our bags (we were 2 adults and 3 children so had a few bags). We were also disappointed that we weren’t able to book dinner for the adults without the children - it was all or nothing and it was very expensive for the children and not worth doing with them (no children pricing available). We were keen to dine without children but were told this wasn’t allowed. We haven’t experienced this before at any 5 star hotel, and it did put a dampener on our visit.

Almost everything about this hotel ... rooms ... onsen location ... cleanliness ... tidy ... simply ... elegant ... breakfast!!! ... room services ...

The staffs can not speak english well enough for basic conversations and on 18:xx pm, it's just water which i asked for taking medicines but he said... "sorry, we closed" ... it's just in front of you and it had enough for one little glass!!!.