Oshu Hiraizumi Onsen Ryokan ITSUMU

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Thank you very much for choosing Oshu–Hiraizumi Onsen Ryokan ITSUMU and for taking the time to share your feedback about your stay. Although you selected our Accommodation after seeing the high ratings among many options, we sincerely apologize that there were aspects that did not meet your expectations. We are truly sorry that, despite your looking forward to the view from the top-floor Suite Room, you were unable to fully enjoy the scenery due to dirty windows. Our Ryokan is located on elevated ground, and the view through our large windows is one of our highlights; however, due to the building’s structure there is very limited footing outside the windows, so exterior cleaning requires specialized contractors working at height. This limits how frequently we can clean them, but we take seriously that we failed to maintain a condition that satisfies our guests. Going forward, we will review our cleaning schedule and management methods and work to provide a better environment. We also apologize for any inconvenience regarding assistance with your luggage at departure. We deeply regret that our staff did not pay closer attention and offer help when it was needed. This lack of consideration reflects insufficient training on our part, and we will reinforce staff education so that proactive assistance and appropriate communication are provided according to each situation. We were delighted to read your comment that the meals were “delicious.” It is a great encouragement for our head chef and kitchen team. In addition, we apologize for any inconvenience caused by the high temperature of the Onsen in your Room. Depending on its characteristics, the water temperature may become higher than expected; however, we will review how it is managed so it can be enjoyed more comfortably. Thank you as well for your valuable suggestion regarding shower caps. We will use it as a reference when reviewing our amenities in the future. Thank you again for sharing these important comments. We take your feedback seriously and will continue making improvements so guests can enjoy an even more comfortable stay at our Accommodation. Should you have another opportunity to visit Hiraizumi, we would be grateful if you would allow us another chance. All of us look forward to welcoming you again.