Trip7 Yuzawa Sky Onsen Hotel

The hygiene was frankly disgusting and concerning. There were cobwebs and stains all over the carpet; it clearly hadn't been cleaned. I strongly advise against staying here. They didn't even clean the room or change the towels once during my three-day stay. 😡😡😡

The front desk service was excellent; everyone spoke Chinese, which was very helpful for those who don't speak a second language. Since it's an old hotel that's just reopened, many facilities haven't been updated yet. The heater in the first room I stayed in was broken, but after I reported it, they moved me to a room with a working heater the next day. The hardware isn't great, but the service is superb. If they were to renovate the facilities, it would definitely be worth recommending. The room size was quite generous, and because it's in its trial operation phase, the price for this stay was very good.

Our stay was absolutely terrible; both the service and hygiene standards were far below expectations. Firstly, the room's cleanliness was shocking. The floor was covered in hair and dust, clearly not having been properly cleaned. The bathroom also had hair and dirt, with many nooks and crannies thick with dust. What was most unacceptable was finding what appeared to be a previous guest's underwear and a receipt near the headboard. This made us extremely uncomfortable and made us question whether the room had actually been cleaned at all. Secondly, the staff's handling of the situation was very off-putting. We informed the front desk about the hygiene issues in the room and the areas needing re-cleaning. However, the cleaning staff who subsequently entered the room seemed very reluctant, merely asking in a flat tone, "Do you need cleaning? Where exactly needs cleaning?" This reaction didn't feel like an active attempt to solve the problem; instead, it made guests feel awkward. Normally, a hotel should maintain basic cleaning standards without guests having to point out every dirty spot. This also strongly suggested issues with the hotel's internal communication and management. After calling the front desk multiple times to report the situation, the staff's attitude felt impatient and perfunctory. The problems were never addressed efficiently or seriously, resulting in a very poor overall service experience. Furthermore, during conversations with staff, we learned that the hotel had recently been acquired by Chinese investors and reopened in early February. One would expect a newly reopened hotel to prioritize establishing standards and procedures. However, based on our actual experience, everything from cleaning standards and employee service protocols to internal management and customer experience management seemed chaotic and unprofessional. We paid 2700 for one night for three people, averaging about 900 per person. To encounter such hygiene conditions and service quality at this price point is completely unacceptable. The experience did not justify the price we paid, and we will not choose this hotel again in the future.

The room was comfortable and spacious. I loved the onsen here, and I'll definitely stay again if I have the chance.

Everything was in Chinese. There's a shuttle bus to the ski resort right outside the entrance. The hotel also has hot springs, which was perfect. My wife also felt this hotel was great value for money.

Great location, clean. Although the room was a bit small, it didn't really matter since I was only sleeping there. I didn't need a big room at all, so I felt this place was perfect, especially being so close to Tokyo Station.