Gero Onsen Sasara

I recently stayed at the Sunny Lo Loo Hotel and had one of my most disappointing hotel experiences to date, especially in a place that should offer a high-end and relaxing hot spring experience. My family and I were not only frustrated, but even amazed at the attitude and professionalism of the hotel. ### **Event One: Hurrying and stressful stone dinner** We booked an in-room meal at 7:00 p.m. and were looking forward to enjoying a relaxed and refined meal experience. However, the exact opposite of what actually happened. When the waitress came to set up the table, she was obviously very in a hurry, even when we hadn’t had the pre-cooked, began to light the fireplace for the main dish and the burning of beef. She kept urging us to eat and beef quickly, not giving us the time to enjoy the front dish or slowly taste each dish. Whipping should be a relaxing and enjoyable meal experience, especially in hot springs. However, such a rush and oppressive service completely destroyed our dining experience. It feels more like eating a fast food, rather than enjoying high-end multi-course dishes. This level of service does not meet the standards of a high-end hotel. ### ** Event 2: Misleading Beverage Coupon and Unacceptable Attitude** The second thing is more unacceptable. Each of us (4 people) received a 500 yen drink voucher that can be used in the hotel bar. When we arrive at the bar, the price of soft drinks is 500 yen on the menu, but there is no price for cocktails, whiskey or other drinks. We presented the coupon before dining and asked for the waitress price. She told us all the drinks were the same price, so we gave each one a cocktail. However, when we received the bill, we found the need to pay 2,000 yen. We questioned this, the waitress explained that the coupon is just a discount coupon, the actual price of a cocktail is 1,000 yen for a cup, whiskey is 1,500 yen. We point out that the prices of these beverages are not marked at all on the menu, which is very misleading and unprofessional. However, the waitress called her manager. What’s even more shocking is that the manager insists that “prices are not necessary.” This lack of transparency is completely unacceptable. Guests should not be placed in such hidden fee scams. Worse still, the manager's attitude is cold, rude, without apology. He even threatened to call the police to address the reasonable questions we raised, which was completely unnecessary, and further escalated the conflict. ### **The impact on our journey** The combination of these two things not only ruined the pleasant experience we should have had to relax, but also left us with a very negative impression of the hotel's services and (unfortunately) the way in which Japan's guests were welcomed. I have traveled around the world but have never encountered services that are so unprofessional and lack of responsibility. ### ** Summary** We strongly recommend that travellers consider staying at Hotel Sheraton. The dining experience here is hasty and uncomfortable, and the drinking events at the bar show the lack of transparency, professionalism and respect for guests. If there is an option for a negative score, I will never hesitate to give the lowest negative score. This hotel not only failed to meet the basic guest standards, but also left us very bad memories of our trip. I hope that sharing this review will help future travellers avoid similar disappointments, while also hoping the hotel can seriously improve the quality and transparency of the service.

I honestly cannot recommend this hotel. Stayed two nights there. It’s 15 minutes walk uphill from JR station (I later found out hotel provides free taxi services refund trip though). The hotel itself was probably nice two decades back. Just not anymore. Don’t be fooled by the food they post on their website, trust me, you get nothing like that. We had bean curd (which was bitter) and miso and pickles and main one day, strawberry mousse as starter the other, crab tasted so fishy I couldn’t swallow it. Most importantly, they serve their rice COLD (probably has to do with them preparing everything in advice to minimize the time they need to serve). Female server also rushed us through everything and gave us a mini lecture on how we need to put out the ‘Please Clean the Room’ tag before we go out when we were about to eat (she was rushing by through every courses we had ended up finishing dinner within 35 minutes). Hotel staff at front desk was very helpful though. The only good thing about this place would be the in-room onsen and the very comfortable beddings. Plenty of better choices at similar prices in the area.

This is a traditional ryokan. The reception was friendly and professional including tea served in your room upon arrival and an orientation as to the various utilities and yukatas. The room was similar to other ryokans we have visited: large with a low table and two chairs in the centre of the room which are replaced by two comfortable futons put into place while we were at dinner. The difference in this ryokan was a small dressing room with a vanity hidden by a natural beam in the corner of the room as well as four upright chairs in front of a long natural beam table in front of the large picture window. I can understand while some reviewers would see the room as being slightly dated with its dark trim but this is offset by bright halls with their floral carpeting and beautiful stained glass windows. As well, the traditional food was superb - artistically prepared and extremely tasty - with multiple dishes served by our gracious hostess. Given the recent investiture of the new Emperor we had a special menu prepared for Year #1 of Reiwa (the name of the Emperor's era). The onsen was equally excellent, with various pools. A great place to start and end the day. All in all an excellent experience.