Yukimurasaki

跟女兒兩成人入住，也去過不同日式旅館一泊二食很多遍。新穗高/平湯温泉這次定了兩家這是第一家。 酒店位置景觀都非常好。裝修很好。食物不錯。 前台主管姐姐服務也很好也很賣力要點贊。也説現在人員不夠要求包容。 但是變成一些服務不到位。 温泉池，地板等打掃不到位，很多青苔，我都差點滑倒幾遍! 太危險，也感覺比較臟。可能為了省錢，通道都沒開暖氣整個公共空間太冷。另外居然可以從外面一直把行李拉進房間裏面。。為一直過來的通道的榻榻米擔憂。。也為整體衞生擔憂。人進酒店要脱鞋但是輪子不需要😂 餐廳兩位服務員。一位還可以另一位小姐姐全程板臉。小盆子臟了要求更換直接跟我説‘No' - 不知這是什麼日式服務。 另酒店（我住當天）基本是外國客人。。菜單也是英文套在日語格式的的（哈哈！）。估計這是家主要對西方客户的但就不是傳統日式服務了。

舒適體驗☺️

Most unfriendly staff we’ve encountered, felt like talking to robots, food was mediocre, hotel outside of room was freezing, bed and pillows were hard. We had two Onsens in the room and that helped as it was only one night. Room was clean and we choose the higher end.

I have been thinking if I should write this review but I decided to do so in order to warn others of the experience we had received during our 2 nights stay. This was a very unpleasant experience. We travel very frequently and stayed in many hotels/accommodations around the world including Japan several times in our lives. We know what is basic customer service and we are not the demanding kind of guests. This place is very unlike the typical Japanese hospitality and culture. To be fair, the lady who checked us in on the first day was quite polite, but we felt somewhat strange when the lady who showed us our room spoke to us in a rather unfriendly way. I understand that English may not be their first language but when she was introducing us to the features of the room, she was expressionless and spoke like a unwilling robot. Next was the horror that made us very uncomfortable during our 2 nights stay. The room was very dirty and filthy! There were many spider webs in the corners of the room, windows glass and doors were dusty, had many stain/ and water marks, there was also used tissue in the toilet bowl and even the closet that stored our mattress and pillows had dust and debris. Though our room came with 2 onsens, they were filled with a lot of mold and other ‘stuff’ floating in them. The pillows was also very hard. There the bathroom floors and walls were more mold. Sorry we did not take much photos of what was mentioned as we felt disgusted enough. We did not mention this to the staff as we felt that they did not even have the decency to check on the basics before we checked in. The occupancy was only around 30%. The only saving grace of this place was the food. It was very well prepared and presented. The next day, we requested to have breakfast at 0730 but decided to go down earlier at 0720 as we woke up early and was feeling hungry. When we got to the first floor, I was the first to smile and said Good Morning to the guy grilling fish near the reception. Not a word of pleasantries and started shouting to us, ‘Breakfast not ready, go go go!!’ and gestured to chase us away from the area. We were so shocked and wondered what we have done. Never have we asked or requested for anything or said anything till this far since the first day of check in. Same for the other staff, we did not feel welcomed and was not treated with basic customer service. The only person who was friendly and had some basic manners and courtesy was the more matured lady who served us during breakfast. She was well mannered, polite anx friendly. This place felt a little creepy also. We will definitely not return and will not recommend this place at all to anyone. Definitely not worth the money and experience. Do not be fooled by their photos and website.