The hotel looks fabulous in photos and is a great price on expedia, but is really let down by the possibly the worst staff and service levels in the whole of Japan. It seems the hotel management is run by amateurs that have not been trained in Japanese levels of service.
When we arrived we got a less than a warm welcome, shown to our room (that was very pleasant) but had to walk past many staff and cleaners who did not try to stop to let us by.
This was then followed by late lunch which my wife found 3 plastic tags in her fish, we called a waitress who never sincerely apologised but just took the food back to the kitchen. After about 5 mins she came back and explained that the tags were not put in the dish by my wife or the hotel but were a mistake from the fish market, again no real apology. My wife then spoke to the hotel managent at the front desk who did not seem to care either, even when we cancelled our reservation for dinner.
The onsen was nice but badly cleaned, each time I visited the outside bath over a two day period, it seemed previous guests had taken off large bandaids and left them in the water.
When we checked out we had to again walk past the hotel staff and cleaning trollys, who seem not to care there were customers trying to struggle past and down a long flight of stairs with large bags.
In summary a beautiful hotel let down by staff and management that should focus on their service level and customer care.