海乃ホテルはじめ — Hotel in Beppu

I was pretty disappointed by my stay here. I am not the one to write negative reviews, but I want to warn others before staying here.

First, my aunt has a very serious allergy to scallops. I had talked with staff weeks before on the phone and also left a note on the reservation site to not serve scallops.

As soon as we sat for dinner, the main sashimi dish had scallops. I voiced this to the staff and although they were accommodating and gave her a new plate, I could feel that they were annoyed at my request. I'm not even sure if they recut the fish that was touching the scallops or just re-plated them. She could have gone to the hospital and there weren't any apologizes for this mishap.

Secondly, we had discussed on the phone that we would like to do 2 breakfast meals and 1 dinner. When calling on the phone, the staff told me that the only way to do that was to book 2 separate rooms, one with dinner and breakfast included and one with just breakfast.

When we checked in, I confirmed that we had 2 breakfasts and 1 dinner. The employee told me that because of how I booked the rooms online, they would have to move us to a similar but equally sized room. On the second night, we were moved to a significantly smaller room AND breakfast was not included.

I voiced my concerns to the staff and they basically gave off the impression that it was my fault and that I willingly decided to book 2 different rooms. Looking at the receipt, it looks like I may have made the mistake but I am just frustrated because I had called the staff twice, both before and after making the reservation to confirm that everything is right. I wish they would have called me back to say that there was a mistake.

I've stayed in a lot of ryokans during my stay in Japan (almost 12 in the last 2 years) and this was the most unpleasant experience...

I would like to share my experience with the Personel of this hotel.||||This hotel has taken me one night cancellation fee (380 euros - around 43000 Yens) for a non stay. ||||My mistake : I have sent a notification for cancellation 5 days before the cancellation date. With jet lag, I did a conversion error on the amount but for the Personel and Staff it seems normal to pay one night when you do not stay at the hotel. IT IS A HUMAN ERROR, but they do not understand.||||When I called them to apologize and repeat that it is a mistake they say that they have just seen my email (sent 2 days ago) and ask me to press button to cancel and gave me hope that they will review cancelation fee.||||Be careful they do not have good english as they suppose and do not respect the clients.||No consideration for the Guest and future Guest.||||This hotel has a cancelation policy on their website different from one with booking.com there is a Non compliance of the policies.||||This is a Lack of professionalism : the website says 0% fees cancelation 5 days before receiving the notification, then 10%, 20% and so on….here they decided to take everything and after negotiation with booking to take 50% are they aware of non consideration of client?||||This hotel has not respect and withdraw money for 0 night stay. ||||This hotel ( The staff) is not reactive and does not understand english||||This bad adventure lets us a bad impression of Beppu and we will never go back there. ||When we work hard all year to have holidays time, we do not want to waste money and time in this stupid behaviour.||They are thieves, do not go there.||I want to get my money back. there is no reason to take my money moreover the hotel was full...

This is a nice, old-style onsen hotel right at the ocean in Beppu. We didn‘t have any expectations, but booked the hotel because of its good location. The hotel features a variety of tatami mat rooms, all with futons. The futons were thin but surprisingly comfortable. The pillows are classic Japanese pillows with one harder side and one softer side. In the reception area you can pick your yukata for the evening, as well as any amenities you might need (shaver, hair brush, and so on). The rooms are spacious and clean. Our room featured a private onsen tub, with a view of the ocean. There also is a public onsen at the top floor of the hotel, and two private family-size onsen with ocean views on the floor below. We tried all three options - the hottest water was in the public onsen on the seventh floor. The private family onsen was also very nice. There are drink machines on the third floor where you can buy a wide variety of drinks. The hotel rooms all have fridges to keep food and drinks cold. If you book a day in advance you can enjoy a very tasty kaiseki dinner in the hotel. We did and it was excellent. The hotel staff is very friendly and helpful, and their English skills are very good. The hotel is located right at the beach, close to a wide range of restaurants and also close to a couple of shopping malls. This hotel exceeded our expectations, and for this type of hotel we give it the highest rating. Note that it is an older, classic Japanese hotel, and should...