Beppu SUGINOI HOTEL

Excellent and wonderful hotel. Dinner all inclusive, wines, whiskies, sushi and sashimi counter, immense varieties of delicious dishes, a restaurant show. Mancha coffee is also full of Japanese and Western foods. Ofurô and rotemburo with views of the whole city, large and comfortable rooms, attentive staff.

Four members of my family, my wife and two elementary school children, stayed at Chukan for four days and three nights. In conclusion, it was the best stay I have ever had in any hotel. The first thing that surprised me was the buffet at Chukan. The children's menu was also large and seemed to be very good, and they ate nearly twice as much as usual. In addition, while there were many live kitchens and the image was that it would be crowded, the restaurant has been thoughtful about waiting times, such as beautifully preparing freshly prepared food in advance to prevent too many people from lining up. Because they are made by watching the queues of people, they can eat freshly prepared food with less waiting time, and the operation is refined. The staff are also very hospitable, and the service spirit is excellent, with the flexibility to customize the food for you. The reception staff response was frankly great. It happened after I checked out, and as I was heading home, I discovered that my rental car had a flat tire. We were at a loss to call in a tow truck for more than an hour, and were told repairs would take longer to complete, which could have fatally disrupted our travel schedule. When I consulted Anan-san, the front desk staff at Damemoto, he was very kind to me. I was amazed to hear that the president of the company that Suginoi Hotel is entrusted with bus maintenance immediately put me through the phone. The boss rushed me to the hotel site with a replacement tire and vividly repaired the flat tire in about 30 minutes. Thanks to their resourceful and warm response, the children were able to head to their much-anticipated Sea Eggs on time and make the flight home safely. Based on this lesson, we decided to rent a car in the future with Orix Rent-A-Car, the same group. I believe that the hotel is the best in Japan for its excellent hot springs and views, its experience including delicious food, and the quality of the people who work there. I booked my next appointment on the flight home!

I had a terrible experience when making a reservation online via the hotel's own website. The website states that the booking is 100% refundable if cancelled within a certain timeframe. However, when I tried to change my stay from two nights to one night, I suffered a significant rate difference of 9,000 yen. This is due to the hotel charged my credit card immediately upon making reservation, rather than simply using it to guarantee the booking. This direct charge is what caused the exchange rate loss when I re-booked. The reservation team offered no solution or compensation. Their only response was to repeatedly tell me to "check with the credit card company directly." Worse still, the reservations manager even replied that “my recent communications had placed a significant burden on our staff." This response was completely disrespectful and unhelpful. It seems that the hotel does not value overseas travelers. They were clearly aware that re-booking or cancellation would result in exchange rate losses for international guests, yet they chose not to mention this anywhere on their website. This is highly misleading. I no longer wish to stay at this hotel.