HOSHINOYA Fuji — Hotel in Fujikawaguchiko

Just returned from 2 nights at Hoshinoya Fuji at the end of a 9 day trip through Japan with three children aged 11, 12 and 14. Many many really lovely things about the resort - it is definitely a "concept" different to other experiences we had in Japan and we are really glad that we visited. ||Its proximity to Mount Fuji offers amazing views when the weather plays ball. We had unfortunate clouds and rain for the first 24 hours but then the skies cleared and we had the most wonderful views from our terrace (which had a great built in fireplace). The rooms are best described as 'pods" in the hillside and we liked the minimalist design - the three children were easily accommodated in a second pod next to ours. We loved the Cloud Terrace - a series of wooden platforms built into the woodland further up from the pods and main dining area. Lovely smell from the forest and the Cloud Terrace hosts a fire pit with marshmallow toasting and wood chopping each afternoon for the kids with complimentary desserts/sweets in the afternoon. We also attended two fabulous guitar concerts there after dinner in the evenings which were very atmospheric. ||We had dinner each night in the Grill restaurant - very impressed with the standard and presentation of the food. It is not a Japanese menu as such but made a nice change at the end of our stay. There is no choice and you are presented with a vast selection of canape style starters, a soup course, fish course and two grilled meat courses with sides. The children were happy to try different courses but not all of it was to their taste but there was definitely enough that was without this being a problem. We didn't try the in room dining options as we preferred to eat in the Grill. We also did the pizza making lunch experience which was inside due to the rain but the kids enjoyed this (only issue is there didn't appear to be any other options for ordering lunch for anyone not doing the pizza - no a la carte lunch menu). Breakfast in the dining room was also lovely - again, probably more courses than required for the kids but they really enjoyed the waffles. Maybe one suggestion would be to offer a fruit course option instead of the salad (which had various meats and fruit mixed together).||Our only negatives related to the activities experiences and timings. I think this depends on expectations and what you are looking for - we are an active family who had chosen the resort for this reason and had an early morning kayak trip booked and afternoon e-biking trip. I had read previous reviews about the activities being inflexible and easily cancelled so had been a bit nervous about this side of things. Unfortunately we had the same issue with the kayak trip being cancelled the previous evening even though the weather was showing dry for the duration of the early morning trip and drizzle thereafter. From the UK we are happy to do activities in the wet and had mentioned this to them at check-in! We were luckily able to do some late evening research and got in touch with an amazing company called Fujimanyu-sha who were able to confirm late that evening a brilliant tour through the lava forest nearby with a trip into the lava caves and pick-up from the resort despite the weather (they were also happy to do the early morning kayak trip too had we wanted to do this). We really enjoyed this trip and were happy that the kids had an activity as there is little to do at the resort in between mealtimes for families. I think the resort also offer a similar forest trip but perhaps not including the caves - but make sure to book ahead of time. Thankfully our afternoon trip e-biking went ahead despite the rain as we had asked to push through - we had an amazing afternoon and the Hoshinoya guide Shin-ji was lovely - we were really grateful for making it fun despite the ponchos and drizzle and we all enjoyed the Route 2 option through the forest and up to an observatory high on the hills. We were rewarded with amazing views of Mount Fuji as the clouds parted. Thank you Shin-ji for a great afternoon! So advice would be to plan carefully and if looking like bad weather maybe have some back-up options or speak to the staff in advance to make it clear if you would like to go ahead regardless.||Other slight negative - inflexibility on timings. Make sure you book every meal at a time that works for you in advance before you arrive as slots get booked up (including breakfast) and they are quite inflexible to move things even though it doesn't always look like the restaurant is full or busy. We had our final day transfer moved forward 15 minutes by the transfer company so we tried to then move breakfast forward by the same time and were told we couldn't! The problem is breakfast takes a long time as its not a buffet option so we were in a bit of a catch 22. In the end it worked out and they agreed to let us pre-order breakfast and had it ready for us so that it didn't take too long - but can't help feel that a bit more flexibility in situations like that would stop a few pieces of negative feedback on what was otherwise an amazing stay!|||Overall, would definitely recommend for a contrasting experience on a family tour through Japan - the staff were very welcoming and friendly and we enjoyed the check-in process down in the town with everyone receiving a nice canvas backpack for the stay before being taken up into...

Absolutely horrible service. Tldr: fed us beef broth when we noted beef allergy, then blamed it on us for not ticking meat broth off the food allergy form even though we specified BEEF allergy.

On arrival on the first day, the hotel had us fill up a food preference and allergy form. We checked no beef and specified with the staff assisting us that we strictly CANNOT eat beef due to religious reasons, she acknowledged and noted us as having beef allergies. This is clearly indicated by an ‘A’ on the form.

We had two meals prior to this encounter, one sukiyaki and one shabu shabu. On the third meal- shabu shabu again, the staff member Donald, told us that the broth is beef. We clarified that we do not eat beef and he said we might not have checked off no beef broth on the form. The staff members who served us the previous two meals did not tell us that the broths were beef based.

He retrieved the forms and came in strong telling us we should have checked no meat broth if we didn’t want to be served beef broth. There was no beef broth option. We clarified that we are not vegetarian and can eat pork, chicken, fish etc. based meat broths, hence why we did not check no meat broth on the form. We did however list a beef allergy. He insisted that we should have checked no meat broth, quote (not verbatim but close enough) “when you look at meat broth, you didn’t think you can’t take beef broth, so you should tick this?”. What an incredibly condescending and accusatory question. We clarified that we checked off no beef, so we would assume our soup broths were not beef, he said we were mistaken as there are many people in the world and guests in the past who do not take beef meat but can take beef broth. We clarified if we were allergic to beef we would be allergic to beef broth, hence we shouldn’t have been served beef broth, in the same way that if we were allergic to peanuts we would be allergic to peanut butter. He said “that’s peanuts though”. We said it’s the same thing, when you’re allergic to a food you can’t take dishes where that food is a component in. He said “I’m not going to argue about that with you”, but what is there to argue about? This is simple fact and his reply was dismissive and so rude.

This is a matter of food safety and it’s incredibly neglectful to serve us something we were listed as allergic to. Had we actual been allergic and had a reaction, who is liable if the hotel is not willing to accept responsibility? In addition, there was no service recovery and Donald’s attempt to explain himself just made this whole situation out to be our fault for not ticking meat broth in the first place. He d never once apologized and was not willing to admit fault of the hotel for not paying proper attention to our dietary requirements and lack of specification on their dietary requirements form. If we are so focused on the semantics of “meat broth”, I expect the hotel to list down every single meat broth in the world to ensure guests do not get fed something they are allergic to.

After the altercation, Donald told us the kitchen does indeed have pork broth, after checking with the kitchen, we say alright that is what we want. 30 minutes later he brings us a mushroom broth, not what he promised. He goes back to check and suddenly there is no pork broth, and offers us venison broth instead, something we checked off the dietary form as well. It seems like they do not refer to this form at all when preparing the food. If Donald had communicated better with the kitchen and hadn’t promised us pork broth, this wouldn’t be half an issue.

The hotel did not give us an option to cancel the dinner either, truly a sign that they are not accepting responsibility for this whole mess. This is a terrible experience, the stay was lovely up till now but their blatant apathy for food safety is honestly sickening, and lack of service recovery really sealed the deal. Nothing can justify the price we paid to stay here, save your money and take your business elsewhere, there are plenty of other lovely stays...

The hotel ask you to fill up a form when we check in for allergy and dietary constraints, which I indicated no beef but did not check no "meat broth" as I eat pork broth, chicken broth as I am not a vegetarian.

We had made it clear at the point of check to the staff that we do not consume beef and other food with beef ingredients (eg gelatin). It is indicated as an allergy in the form.

The hotel serves shabu shabu and sukiyaki in the room. I ate a shabu shabu and a sukiyaki dinner before this third meal, when the Server for the third meal told us that the shabu shabu broth is beef based.

I told the Server that we do not eat beef and therefore no beef broth should be served. I was not told by the other servers for the 2 meals that the broth is beef based.

The Server left the room and came back with the allergy form to explain the "logic" that they served me beef broth because I did not check no "meat broth".

The hotel served us beef broth on the logic that beef broth is a part of meat broth and that I should have checked no "meat broth" if I do not eat beef broth.

I had to explain several times to the Server that pork broth is also a meat broth and therefore I will not check no "meat broth" as I am not vegetarian.

Server said that there are people who do not eat beef meat but can eat beef broth, despite pointing out to him that if this is about allergy, then both beef and beef broth will have triggered the same allergic reaction.

The service for this third meal in the room is really very very disappointing. Instead of trying to understand the feedback, the Server is trying to justify that they can serve me beef broth because the allergy form did not indicate no "meat broth" since beef broth is part of meat broth.

I spent many many minutes to the Server trying to explain why the hotel's logic is wrong to ask guests to indicate no "meat broth" if the guest does not eat beef but can eat pork and pork broth. If this is an allergy form, when I indicate that I do not take beef, then the hotel should ensure that all ingredients are free of beef as there are serious health consequences if the allergy is not followed.

The Server wanted me to indicate on a new allergy form to indicate no "meat broth". I refused as I still wanted a non vegetarian broth - this is afterall a pork shabu shabu meal.

The Server told us that they have a pork broth after speaking with the kitchen infront of us in the room. We confirmed to Server that we will take the pork broth when he was in the room. My meal was booked for 7.10 pm and there is no cancellation. There is no alternative at this point when the Server left around 8.00 pm.

At 8.28 pm, the Server brought in a mushroom broth. When asked why is there no pork broth, the Server took it away. At ~8.40 pm, the Server called the room to say that there was a misunderstanding with the kitchen and there is no pork broth. We had to concede to having the mushroom broth in the end as it was late and there were no other viable choices (they offered us venison broth, which I had also indicated that I do not eat).

My meal was served at 9.10 pm, 2 hours later than the scheduled time. A lot of time was spent with the Server where he wanted us to sign a new form to indicate no "meat broth".

The saving grace is that the 2 lady servers who brought the shabu shabu broth were apologetic about the encounter. They also had to bring us utensils, eg spoons, that the Server had not provided. The timer for cooking the noodles was also not provided by the Server. The container for the ladle, and meat chopsticks were also missing and had to be brought in by the 2 lady servers.

The Server speaks good English, like a native English speaker, but seems unable to understand a guest's feedback.

I have always had good experience with Hoshinoya and Kai local staff and this is really an experience where I felt the Server was trying to...