Thermen-Hotels in Taiwan, China

1. Misleading Entrance Signage Upon arrival, we followed the signage pasted on a pillar that directed guests to a staircase entrance. However, when we reached that entrance, we were shocked to find the door marked with the sign “来宾止步” (“Guests Stop Here”). When we raised this with your staff, we were told that this entrance has not been in use since the COVID-19 period. While we understand that certain operations may have changed during the pandemic, COVID-19 restrictions have ended for more than two years. If the primary entrance has been permanently closed, why has no corrective action been taken and the misleading signage still left there? Carrying heavy luggage up and down a sloped path unnecessarily was frustrating and avoidable. 2. No Staff Assistance or Clear Signage at the New Entrance When we finally located the new entrance, there were no staff members on standby to assist us, nor was there any clear external signage indicating that this was the correct way to access the lobby. The explanation given later was that all staff were away assisting with parking which is not acceptable. At least one person should have been assigned to remain at the entrance, or the last person leaving should have arranged for another colleague to cover the position. In addition, the Operations Director mentioned that there is signage inside the new entrance directing guests to take the elevator to the lobby. However, this logic is flawed. If guests cannot locate the correct entrance in the first place, how could they possibly see a sign placed inside? 3. Poorly Trained and Unprofessional Front Desk Behavior After struggling outside, we called the number listed on Google. Only then did someone finally come out and lead us in. By that time, we were exhausted and upset. When we confronted the front desk staff about why they ignored us, despite us clearly visible outside the “来宾止步” glass door, making eye contact and knocking for help, but they claimed they “did not see us.” This excuse was clearly untrue, as we observed them looking in our direction. Even more disappointing, none of the front desk staff offered an apology even until we requested to speak to the Operations Director and asked him to review the CCTV footage. After reviewing the footage, the Operations Director confirmed that the front desk had not been alert and apologized on their behalf. However, he did not acknowledge that the front desk’s attitude and lack of sincerity were also serious problems. Being “not alert enough” and showing no sense of apology or empathy are two entirely different issues. As an international hotel, the front desk is the first impression of your service. Regardless of the quality of your facilities, this poor experience completely overshadowed the positive aspects of our stay. It also severely damages the reputation of Kagaya Group — a brand that has long been admired for its exemplary Japanese hospitality and politeness. Although we appreciate the Operations Director’s effort to make amends by offering us a meal and gifts (which we declined), it remains undeniable that this incident reflects a failure in staff training and management oversight. We hope that management will seriously review this incident, especially the issues of: - Inadequate and misleading signage at the entrance - Lack of staff presence and assistance upon guest arrival - Poor front desk awareness and unprofessional behavior We trust that Kagaya Group will uphold its proud tradition of service by addressing these problems promptly and ensuring no other guests experience such treatment in the future. Thank you for your attention.

Sie können die Natur nahelegen, die Landschaftspflanzen, Berge und Flüsse außerhalb des Fensters sehen, auf dem Grastisch, geeignet für die Tiefe der Phantasie, entspannen, das Wasser sollte wirklich warm und glitzerhaft sein

Had a wonderful stay at this hotel! The room was clean, spacious, and very comfortable. One of the highlights was the private bath — perfect for a relaxing soak after a long day, offering both privacy and tranquility. The public bath was equally impressive: well-maintained and a great way to unwind while enjoying the traditional experience. The facilities were spotless, and the atmosphere made it easy to fully relax. Overall, it was a fantastic stay with the best of both worlds — the luxury of a private bath and the charm of a public one. I would definitely return and highly recommend this hotel to anyone looking for a rejuvenating getaway.

Sweetme Hotspring Resort is a fantastic place to unwind and recharge. The location is excellent, just a few minutes’ walk from Xinbeitou Station and conveniently close to many restaurants. One of the highlights of the stay was the spa experience. Guests can enjoy both the private in-room hot spring and the public spa facilities. The room was clean, spacious, and thoughtfully designed for comfort. Breakfast was another strong point, with a good selection of food to start the day right. Overall, Sweetme Hotspring Resort delivers a well-rounded experience with great amenities, a prime location, and a relaxing atmosphere. I will definitely come back again.

The hotel was nice, and clean. We booked it for it has hot spring tubs inside the rooms. We enjoyed it very much. We also liked the buffet dinner and the buffet breakfast. We had a good one night stay visiting Sun Moon Lake, as it's close to the pier side where the bike trail starts. We only stayed for one night so we didn't get to use their other facilities.

服務人員態度非常親切餐點棒設施很有優值得再次安排住宿但一天的時間太短，可以安排三天兩夜 建議能常推出早鳥優惠方案！還有在谷關的公車終點能安排免費接駁到飯店門口的服務更加有彈性和吸引前往的動力

Es ist super einfach zu Fuß vom Busbahnhof (Jiaoxi Transferstation). Es dauerte uns weniger als 5 Minuten und einfache Wanderung durch den Warmspring Park. Wir haben ein Zimmer für drei. Es ist ein Queen Bett und ein Zwilling. Wir genießen wirklich das im Zimmer warme Frühlingsbad. Der Kaffee, Trink und Popsikle sind verfügbar 24/7, was sehr bequem ist. Sehr empfohlen.

Es war mein erster Aufenthalt in einem Thermalbadhotel in Beitou. Das Zimmer war sehr komfortabel und geräumig, mit eigenem Thermalbecken und Sauna. Einziger Nachteil: Es liegt etwas weit vom Bahnhof Xinbeitou entfernt, aber man kann unterwegs einige Sehenswürdigkeiten besichtigen. Wir waren überrascht, dass es einen Shuttle-Service zum Bahnhof gab – sehr praktisch! So konnten wir abends in der Nähe des Bahnhofs essen und einkaufen, bevor wir ins Hotel zurückkehrten, um uns im Thermalbad zu entspannen. 😊♨️ Bei unserer Abreise boten sie uns sogar einen Rücktransport zum Bahnhof an. Ich würde definitiv wieder hier übernachten! 😊

Had a wonderful experience staying at the Yun Hotel with my kids. This was probably one of my most relaxing staycations as we stayed in the Water Room with the hot spring and sizable living room. The front desk had an English speak gentlemen that took care of our check in, and described all the things we could do at the hotel. This place is very kid friendly with a dedicated play room on the second floor, and a mini race track with high end electric cars for the kids to drive. There's also a snacks, arts n crafts, and a movie theatre all on the ground floor. The people staffing all these venues were all very helpful and professional. Our morning breakfast was delivered on time and so delicious. There was so much food, 3 people could not finish the 2 sets. Can't wait to visit again during the next holiday!

Yamagata Kaku Hotel & Spa ist ein schönes Hotel mit einer tollen Lage. Von dem Moment, wenn Sie ins Haus gehen, sind Sie von einem sehr angenehmen und ruhigen Duft begrüßt, die eine warme und einladende Atmosphäre schafft. Die Hoteleinrichtungen sind ausgezeichnet, vor allem das in-Zimmer heißes Frühwasser und das große Badezimmer, was den Aufenthalt sehr entspannt machte. Sowohl das Zimmer als das Badezimmer sind sehr geräumig, sauber und gut konzipiert. Die Bereitstellung eines Kimono fügte einen schönen traditionellen Touch hinzu und verbesserte die allgemeine Erfahrung.