Kanamean Nishitomiya Ryokan

We had a wonderful experience at Kanamean Nishitomiya. I really can't say enough about this place. The staff are very friendly and the service is excellent; the hotel is unique and warm; the room was beautiful and a really unique stay coming from the US; beds were very comfortable even having never slept on a futon before. We absolutely loved the cedar bath--it was huge and could fit both of us easily--we used it every night. Breakfasts were delicious and something we looked forward to. We had dinner at the restaurant and had a great experience. They seated us in a private room all to ourselves. This was probably one of the best meals we've ever had--each dish was very tasty and unlike many tasting menus we've experienced, we didn't leave uncomfortably full. It was really well-balanced for us. Overall the stay was refreshing; we would love to and plan to go back.

What a fabulous stay at this hidden gem ryokan in Kyoto. The room size was surprising large, with separate areas for living, dressing and relaxing. The tatami mats and futons provided for the authentic ryokan sleeping experience were comfortable. Products in the room for washing were all top of the line. Service was exceptional; always someone available to help. I am saving the best for last; the food at this ryokan was beautifully prepared and presented. We had both the Kaiseki and Kaname dinners and each was a wonderful dining experience accompanied by excellent wines. As long as you arrive expecting a ryokan experience rather than a more typical hotel experience, you will not be disappointed. This was a 5 star experience for us.

The property was beautiful and immaculate, the service was perfect, and the owner was a fabulous, generous and warm host whom we enjoyed meeting, very much. His selection of incredible fashion and art books in the rooms was an added bonus. And the Kaiseki tasting menu experience was superb. Highly recommended!

We spent one night here and from start to finish the staff were so kind and welcoming. The room was cozy and just like the photos. The large tub was definitely a highlight, they even filled it for us when we arrived. The bed they made for us was comfortable though I do wonder if softer pillows are an option (I did not ask). The meals we had took our stay to another level. Watching the chefs prepare dinner was amazing and since the restaurant only had few seats the service felt very special and personal. The staff did a good job explaining the dishes to us in English and suggesting drink pairings. It was one of the best meals I've ever had. The breakfast was also delicious. While there were other guests staying at the hotel we hardly noticed them because of how peaceful the room was and how attentive the staff were. I highly recommend the half board option at least for one night, it was well worth the price. The location of the hotel was also excellent for exploring and only a short walk from Nishiki Market.

The rating represents an average of the guest room (5 stars) and customer service (0 stars) experiences. Everything in life is relative, right? So keep in mind that we spent $700/night. The extremely expensive traditional Japanese guest rooms are exquisite, but 1) service in the exclusive restaurants is prioritized over service to hotel guests, meaning that there is literally no guest assistance during dinner hours; 2) and when guest service is available, it is provided in very poor, broken English, which results in misunderstandings and frustration. We actually felt as though we had to avoid the personnel and struggle to find our own solutions, such was the frustration and concern about feeling too pushy or intrusive. Although it was by no means easy, it was easier to google our way out of problems or ask people on the street. There were several times when we had to enter the kitchen to find anyone available to help and others when we dialed 8 on the telephone and let it ring interminably. It worked once. No one is around early in the morning. The owner acts like he’s on speed, making bizarre 2 second appearances and, in the following example, can make really bad choices. We originally booked a room for 5 nights during Sakura season along with our friends. Our friends canceled their reservation, so the owner assumed that it was OK to cancel ours as well. When we told him that we did not cancel, he scolded us, saying it was Sakura season and that he was very busy and that I must reconfirm my reservation with a credit card (by email!). This also coincided with a tourist rush to Japan that occurred just after Japan was reopened for general tourism. This all transpired around Christmas, so since I was not as vigilant with my emails and was hesitant to send credit card information by unencrypted email, we lost our reservation again! When the dust settled, he could not accommodate us for as long as we originally intended to stay. We are now in Tokyo at the Okura hotel..and NOW I know what superlative Japanese-style customer service is all about.