รีวิวและความประทับใจจากผู้เข้าพักที่ Karuizawa Luxe Villa

• 1.60

  ダイヤモンドメンバー

  วันที่โพสต์: 23/2/2026

  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.

  • ห้องพักและสิ่งอำนวยความสะดวก3
  • สิ่งอำนวยความสะดวก2
  • การบริการลูกค้า1
  • อาหาร－
  • น้ำพุร้อน・อ่างอาบน้ำ1
  • ความพึงพอใจ1

  • 21/2/2026～
  • 4 คน 1 ห้อง
  • Building G | Most Popular
  • ไม่มีอาหาร

  การตอบกลับจากสิ่งอำนวยความสะดวก

  Thank you very much for staying at Karuizawa Luxe Villa. We sincerely apologize for the significant inconvenience and trouble caused by our handling of your check-in and check-out, despite your valued stay with us. In particular, we take very seriously that we were unreachable upon your arrival, which delayed escorting you to your Room, and that we were unable to respond promptly at check-out even though you contacted our support desk. The issues you pointed out were due to immature system operations and an insufficient call center setup during the initial phase of our operations. Since then, we have reviewed our guest support structure, strengthened coordination with the call center, and improved the check-in system. We have now established an operational framework to prevent similar incidents from occurring. We also take your feedback regarding the quantity of tableware and guidance on Facility use seriously, and we are continuing to review amenities and improve how information is provided. We would like to once again apologize that we were unable to provide a stay that met your expectations despite your Reservation being made through IKYU.com. Thank you again for sharing your valuable feedback. We will use it to improve our services and strive to operate a Facility where guests can enjoy an even more comfortable stay.

  ดูทั้งหมด

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