Hotele Hot Springs w: 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.

This stay was in the Pine View room, located in the newer annex. The facilities were new and clean, and the hot spring water quality was excellent. The overall lighting and environment were good. Unfortunately, the shower head was broken. The double bed was made of two single beds pushed together, and the mattresses felt quite old, with a noticeable bump where they joined but a dip in the middle, which made it hard to sleep comfortably. The breakfast offered a decent variety of Chinese and Western options. The staff were friendly and had a good attitude. I'd suggest they pay more attention to the quality control of the bamboo shoots served with the congee; they had a strong rancid smell, as if they'd been sitting for a long time.

Awesome hot spring hotel with spectacular view at rooftop pool, movie night and hot spring. Breakfast buffet and spacious room and in room amenities. Highly recommended and definitely will stay there again. Dinner at hotel restaurant because it’s raining, tasty and great service but feel a bit rush with 100 minutes time limit.

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.

A well equipped hotel in a quiet spot in town. Conveniently located off the main road with a great buffet breakfast and dinner. Service was great. The upkeep of rooms could have been a little better as some amenities were a little worn, such as the carpet and console. Loved the onsen water in the bathtub. The children appreciated the complementary jelly cups and cookies left for us each day.

The staff warmly welcomed us, even though we primarily speak Japanese. It was a wonderful stay, allowing us to experience something extraordinary in a comfortable and secure environment. Although there weren't many activities available in Japanese, which meant we couldn't participate, we thoroughly enjoyed the hot springs and the beautiful scenery. Thank you very much!

The bathtub in the room was large, and the water was clean and warm, making for a very comfortable soak. The room size was adequate. The hotel's breakfast was just average, mostly boiled vegetables and cold dishes. Meat-eaters might not find it satisfying. The room thoughtfully provided two bottles of water, the bed firmness was just right, and the soundproofing was excellent, leading to a great night's sleep.

Except for the location amd pillows, everything was good! Location wise - Quite in to the middle seems like no where. They do provide shuttle service to & fro to the nearest Xin Beitou station 9am - 9pm. Pillows were too flat even though they provided us with a total of 4. Stacked it up but was still flat. Im like literally sleeping on nothing. My partner's neck was crying for help. Pillows can be improved. Room was decently clean. Had a good soak with our private in room hot spring water tub. Toilet and shower room were seperated. Water pressure for shower was ok. Can be stronger. Aircon was ok for all sorts of adjustments. No amenities provided unless you wanna purchase from them through the reception counter (we brought our own) Breakfast was decently good spread surprisingly! Staff were friendly and patient. Overall stay 👍🏻!

The room was huge, the facilities were great, and the staff were friendly. The location was very convenient, within walking distance and very close to the LRT, while the environment was quiet and peaceful. There were also small handicraft activities and a mini theatre available in the basement. I did not have the chance to visit the public hot spring, but the private hot spring included in the room was already more than sufficient. I also loved the AI device for playing music and the smart home control panel for the lights and air-conditioning, which made everything very easy to manage. The room was clean and well maintained, and the overall stay felt very comfortable and relaxing. Overall, it was a very enjoyable stay with great facilities and thoughtful in-room features. The view was around 7/10 — not particularly spectacular as I stayed on a lower floor, but still decent as it felt open and unobstructed. I especially loved the hot spring, walk-in wardrobe, and dressing table with the large mirror. It was also very suitable for a solo trip — spacious, peaceful, and easy to enjoy at my own pace. Nonetheless, it is definitely suitable for all types of travellers. (My family actually commented that it was too big for 1 person, but I was more than happy with it.) Suggestion: It would be great to have a smart TV with YouTube or other streaming options, rather than only local channels. Feedback: The smart control system panel also did not seem to sync properly with the AI control, as it did not respond after commands were given.

This hotel, Yamagata Kaku, boasts an excellent location, very close to the train station, making it super convenient whether you're traveling by public transport or driving. Parking was also a breeze. The room itself was spacious and comfortable, making you feel relaxed the moment you step in. The on-site hot spring facilities are top-notch; soaking there was incredibly therapeutic and completely washed away my travel fatigue. The yukata provided was soft and comfortable to wear, showing great attention to detail. A nice bonus was being able to take the slippers home, which was a thoughtful touch. Overall, I had a very satisfying stay and would definitely consider returning to this excellent hotel.