HOTEL CLAD — Hotel in Gotenba

Thanks to the Staff of CLAD Hotel

Dear CLAD Hotel Team,

I am a guest who stayed in Room 408 from June 30 to July 3, 2025. I wanted to express my deepest gratitude for the exceptional service and warm hospitality we experienced during our stay. It truly left our family with unforgettable and cherished memories.

There was one moment in particular on the morning of July 3, just before we checked out, that I must highlight. Our son, who had been eagerly waiting for a loose tooth to fall out, finally lost it that morning. Overjoyed, he washed the tooth at the sink, but unfortunately, it slipped and went down the drain.

While my husband and I considered it a minor accident, our son was heartbroken and couldn’t stop crying. Time was running out as we prepared to leave, but I explained the situation to the front desk and, though I knew it was an unreasonable request, I asked if someone might be able to help us try to retrieve the tooth.

To our amazement and deep appreciation, despite the busy checkout time, the hotel staff kindly and diligently assisted us. They used tools to open the pipe and incredibly, they found our son’s tooth. This act of kindness meant the world to us and gave our son a memory that will stay with him forever.

I am truly sorry that, due to my limited Japanese, I wasn’t able to remember the names of the staff who helped us. We sincerely hope that this message will be shared with them and that they may be recognized for their outstanding support. Their kindness created a priceless memory for our family.

Even if the tooth had not been found, your willingness to help was already deeply touching. I believe very few hotels in the world would go to such lengths — but CLAD did, and for that, we are truly grateful.

With warmest thanks again, From...

I am very disappointed with the customer service I received in hotel clad. As soon as I sent my luggage to the counter lobby, I asked them to arrange delivery to another hotel. The lady staff member insisted I come at 8am the next morning since the system is closed at that time. I had already checked in the morning that it's 24 hours and I can send in my luggage anytime. I was handed a slip of paper asking me to fill in the details of the receiving hotel by myself and asked to contact that hotel to make arrangements by myself. I find this totally unacceptable! We stayed at 4 different hotels and they were just 3 stars hotels and the services they provided were so much better, moving my luggage to another hotel so efficiently and professionally. Eventually, after wasting so much time in the lobby and questioning the staff, she agreed to transfer our luggage and the system was not down and she was able to call the hotel for confirmation. Is this how a 4 star Hotel Clad provides service to guests by asking them to handle their own arrangements?

Most of the hotel check out time is 11am. Whereas hotel clad check out time is 10am which is crazy to make the guests wake up so early to check out.

The underhanded means to force people to check out at 10am also prevent guests from using the onsen in the morning because you “require to clean the onsen” just nice at the check out time so if they want to use it will have to pay for the onsen. For a hotel of your caliber, I feel this is one of the worst hotels to be staying in at. I am totally dissatisfied and disappointed. I will not stay in hotel clad anymore. They did not even bother to respond after asking for...

The service provided by HOTEL CLAD staff was unsatisfactory. The receptionist was not friendly and did not willing to provide me with the information I needed.

On the 12:00pm of 23 Mar 2024, We went to hotel and find the staff to get the information of parking. The staff in reception was very unfriendly( Brown colour & short hair woman). She replied us incomplete guidance with her poor English, it is okay, but she didn’t try her best to explain. We tried to ask more details she still replied unclearly and did not willing to use English to reply us. What is function of the translate equipment? Or your hotel does not purpose to serve foreigners? However, when we check-out, another staff we met is very nice. There is a huge difference of the quality of the front desk staff.

After parking, another staff helped us check-in, she said we can upgrade one of our room to have a Mountain View with additional charge. Suddenly, the brown hair staff talked to her. Then, she immediately told us the room was full , without any search in their system. It was not reasonable!

We can get the room keys after 3pm, when we back the hotel at evening, we just know we get the lowest floor with the last rooms with the car parking building view the worst room… we check-in at 12pm we did not except we get the worst room. We were very disappointed for the arrangement provided by hotel and the staff service for foreigner…

This 3 star hotel service was overrating, another 3 star hotel staff were very polite , friendly and helpful. If you would like to see the Fuji mountain you can go anywhere to have the Fuji mountain view buffet, not...