My expectations for Hoshino Resorts were incredibly high for this Japan trip, but my stay at 'Kai Akiu' was a massive disappointment. So much so that I ended up canceling all my subsequent Hoshino Resorts bookings.
**Chaotic Check-in Experience, Lack of Basic Service**
We arrived at the hotel around 1:50 PM on February 3rd, and the staff at the entrance did help with our luggage. However, during check-in, the front desk staff could barely communicate in English, relying entirely on a translator, which I can understand.
But then, they handed me a guest information form to fill out without any explanation of its purpose, and we were just left standing there. We waited from 2:00 PM to 2:20 PM, completely ignored. It was only when I proactively approached the counter to ask that I was informed check-in wasn't until 3:00 PM.
Of course, I understand check-in times, but the problem was:
* No prior notice was given.
* No facility introduction.
* No guidance whatsoever.
* Not even basic welcome tea or water was offered.
This is not the kind of hospitality one would expect from a high-end *onsen* ryokan.
**Contradictory Dining Arrangements**
For dinner, we were asked if we preferred 5:00 PM or 7:00 PM. We chose 7:00 PM, only to be told it wasn't available. If it wasn't an option, why ask in the first place? This kind of arrangement clearly shows a lack of internal communication and chaotic management.
**Indifferent Service Attitude**
Overall, the service staff lacked smiles, didn't proactively greet guests, and the atmosphere was cold. We felt none of the warm hospitality typically associated with *onsen* ryokans.
**Severely Insufficient Dinner Portions**
The dinner portions were so small that even an adult male would struggle to feel full.
When I asked if I could pay extra for more food, the staff's suggestions were:
* Buy snacks at the second-floor lobby.
* Or walk 20-30 minutes to a convenience store.
* Finally, they even suggested I take the plain rice back to my room to eat.
Is this the advice a high-priced *onsen* ryokan should be giving its guests? Am I staying at an *onsen* ryokan just to walk to a convenience store in the middle of the night or bring plain rice back to my room to stave off hunger?
**Not an Isolated Incident**
Afterward, I checked Google reviews and found that many travelers had similar experiences. Clearly, these issues have been ongoing, yet there's no sign of genuine effort to improve.
Consequently, I've canceled all my subsequent Hoshino Resorts bookings and will truthfully share this experience so other travelers can decide for themselves if it's worth it. The significant gap between the high price and the service quality is truly disappointing.
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