Beppu Onsen Hotel Fuyo Club — Hotel in Beppu

Although the room looked clean, it was semi-renovated and had an old feel. Our stay was average, but the customer support was terrible and could not have been worse. Here's what happened to me:

During check-in, I wanted to confirm if I could use a type of payment called "Frunabi Tax donation return point." This payment method was listed on the booking site, so I knew it was an option. However, the receptionist I spoke with didn't even know about this payment type. He had to check with another receptionist before confirming that the payment was available. Despite this hiccup, I signed in and checked in.

The next morning, when I checked out, different receptionists were present. They showed me a QR code and instructed me to scan it so I could pay with Frunabi points. However, the QR code did not work, and they apologized but didn't know what was wrong. They told me I had to call customer support of Frunabi to figure out the payment error. I tried to find a Frunabi customer support phone number but couldn't find one. The only option left was to call the Beppu City Hall, the organizer of the tax donation return. The representative at the city hall told me that she could call Frunabi for me, but she advised me not to worry and assured me that I could use Frunabi points at the hotel. It took me around 30-40 minutes for this phone call for just this payment error!

When I returned to the reception, the receptionist told me that they received a call from Frunabi. Of course, it was because I called the city hall, and they in turn called Frunabi! The receptionist apologized, stating that their QR code was incorrect, and then added that I could use the points for only the drinks I had the previous night. I was very disappointed and felt cheated.

To make a long story short, this was a case of fraud. Even if the receptionists at check-out didn't know what the receptionist at check-in said, they should have been much more professional. It was a total waste of my time at the hotel. Although I frequently stay in hotels for business, this hotel's receptionist was the worst I have ever encountered in Japan. The amount of Frunabi points I wanted to use was not that much, but I had to return to Beppu to use them. It took me five hours of travel time and a considerable amount of money just for transportation. The hotel staff told me I could come back anytime, but this kind of poor customer support makes it unlikely that I'll ever stay at this hotel again.

In conclusion, I recommend avoiding this hotel at all costs. It is run by a big corporation in Tokyo, and they need to train their employees to be more professional. I wish I could leave zero stars for this hotel review, but unfortunately, the minimum rating...

I Strongly Recommend Improvement, But the Food Is Wonderful

I recently stayed at Beppu Fuuga, and while there were some very disappointing aspects regarding the service and facilities, there were also some great points. First, I was frustrated with the front desk check-in process. When I arrived, the lobby was quite hot, and I was told to check in using a tablet. However, the user interface was not intuitive, and even though I was struggling, the staff member behind the counter just stood there and watched without offering any help. The lack of hospitality felt very cold. That said, other staff members were kind, so it seems the service quality depends on the individual. The building also feels old. In particular, the terrace, which I was looking forward to, was not clean. There were piles of dead leaves and spiderwebs everywhere. It ruined the view and lacked cleanliness, which was a huge disappointment. The booking system for the private family baths was another major source of stress. The hotel's web system was slow, not intuitive, and very confusing. It took a long time to make a simple booking, and the whole process was frustrating. On a positive note, the food and the service at the restaurant were absolutely great, and this was the one thing I was truly satisfied with. I noticed many female guests staying there, and perhaps the excellent food is the reason why. I would advise anyone considering staying here to keep these points in mind. Until the facilities are improved, I...

My wife and I spent 3 nights in the executive suite on the 6th floor. Check in was quick and efficient. The room was clean and comfortable with a view overlooking Beppu, and Oita to the right. The onsen baths on the 3rd floor are quite small but there were few if any utilizing them at the times we went. Each has a sauna and towels must be taken from the rooms. On the first night we had dinner in a private room on the 2nd floor (Japanese) but opted to eat in the cafe on the first floor for the next two nights. We were glad we did. The menu is fairly limited but the food is quite good, and the lady (Ms Kishi) behind the counter is extremely friendly and welcoming. The first floor also houses a Western restaurant, where fixed sets or a buffet are available for dinner. Breakfast is served here and is almost completely Japanese, with the exception if croissants, small pancakes and yoghurt.|Although a few kilometers from the station area the hotel is conveniently located for the Jigoku Meguri and right by the Beppu IC for travel to other areas by car. For those travelling by train, I believe the hotel does pick up at the station if...