Tateshina Grand Hotel Takinoyu

The meal was delicious.

Thank you to the staff for their hard work during such a busy period. However, I would like to share a few concerns from this stay. At check-in, my guest card could not be found, and I was asked, “Did you have a Reservation today?” After confirming on the computer that my Reservation existed, several staff members searched around and eventually brought the guest card from behind the front desk. It should be standard practice to confirm arriving guests before check-in begins, and I felt it was discourteous to ask whether I had made a Reservation before checking your system. The large public bath had lockers with keys, which was reassuring from a security standpoint. What concerned me was that the floor matting was badly worn. Appearance is important as well. At dinner, when I ordered a drink from the non-alcohol menu, I was told, “This drink contains alcohol.” If it contains alcohol, it should not be listed on the non-alcohol menu. At checkout, I was charged for items other than the drink ordered at dinner. When I asked for confirmation, I was told there were receipts. After checking, it turned out another guest’s receipt had been included as well. This should be preventable by verifying the room number and signature. I saw overseas staff providing polite service throughout my stay, which made these issues especially disappointing.