Karuizawa Luxe Villa

The check-in and check-out support was extremely poor.

First of all, the check-in/check-out support was unbelievably poor. On the day, I tried calling the contact number and the management company, but could not get through… It took about an hour before we could enter the Room, and we had to push back our dinner Reservation, so we couldn’t relax. At check-in, neither the in-room device nor the mobile app showed that we were checked in. When I asked if everything was okay, I was told there would be a time lag and it would be fine. However, at check-out a message appeared saying we had not checked in—and again, the support desk wouldn’t even answer the phone. After more than 30 minutes without getting through, we left as is. They called back about an hour later. There were very few dishes; there was only one large plate, so you may need to bring your own… Even though there is a fireplace, it cannot be used—even in Karuizawa in February… The water heater also caused issues: after filling the bath and then using the shower, hot water pressure became weak (perhaps due to a tank system), making it too cold to tolerate… Reheating was possible, but adding hot water was not… A nearby rental villa where I stayed before included everything—jacuzzi, sauna, BBQ grill, fireplace firewood—in the price with no hassle. Here, everything (BBQ grill rental fee), bonfire use fee , and sauna use fee) costs extra. I thought it might still be good value for money overall—but it wasn’t at all. I made my Reservation feeling reassured because it was through IKYU.com , but I will be more careful from now on. I also think IKYU should reconsider listing places with service this poor. If Accommodations like this increase , people will end up staying only at properties booked directly through each site. I want them to think seriously about future operations as well.