HAKONE HIGHLAND HOTEL — Hotel in Hakone

This hotel is trying to be a top-class hotel but is tired and needs a desperate upgrade.

Be very careful when you arrive at this hotel, if you do book here and they ask you whether you want housekeeping or a free drink.

If you choose the free drink, you must get it when the bar area in the lounge near the foyer is open, and this is only during the day when you are out sightseeing.

If you happen to move rooms and are charged extra for a better room, you will not be told that the housekeeping decision still stands from the other lower class room, silly us!

We requested new towels each day. Good luck with this, tooif you decide to have no housekeeping.

This hotel is trying to cut corners and costs.

Communication at reception is very difficult unless you speak Japanese, even with google translate.

Its entrance is appealing, along with its foyer and reception area, but once you are directed to your room, there is a coldness, not just in temperature. There is an unpleasant smell along the corridor to our first floor room. This could have been damp as we stayed in Winter 2025.

The gentleman who helped us with our suitcases was delightful but after that reception staff were not very welcoming, the language barrier definitely did not help. At a hotel of this so-called standard, I would have expected more.

On arrival in our room, it was definitely a great size room, but the decor is so old. The bathroom is the typical Japanese shower over the bath with a dreadful plastic shower rose and tap fittings very hard to use. The bath is so high with no correct supporting rail for getting in and out. My husband even found it difficult.

The beds, we had twin beds, and they were HARD as rocks, I woke up the next morning, and my back was so sore that we asked reception what could be done.

They advised us they could move us to another room with a better mattress, and it would cost us an extra 2000 Yen per night (AUD 20.00). As we had another 2 nights stay, we went and looked at the room. It was right next door to the room we were in. The mattresses were 100% better than the mattresses we had in the other room.

We decided to move and as we were moving we were advised that the price was 2000 Yen per person per night not 2000 Yen per night! We decided to continue to take the new room and pay the AUD 80.00 for 2 nights of comfort and decent backs to continue our travels.

There was no empathy at all about the situation shown to us. This is a very different Japan to the Japan we travelled in 2019, or is it just the culture of this hotel?

We had asked for extra towels and we are still waiting for them.

We could not afford to eat at this hotel,the prices are very expensive.

Our travel agent booked us into this hotel.

It is close to a convenience store, and the Hakone Venetian Glass Museum is a 3 minute walk away.

There is free parking, as long as you arrive in time to get a space (eg. when there is not an event being held at the hotel).

I am shocked that depending on the price you pay for a room, it depends on the type of mattress you get on your bed! And it depends on what tap fittings you get and what toilet flush you get.

I could not recommend this hotel.

We did not use the onsen and did not walk the hotel garden as temperatures were in the zero to negative degrees when we stayed. You are charged an extra bathing tax per day per day of 300 Yen as well whether you use the onsens or not.

We were extremely disappointed in the lack of service at this hotel, considering it is supposed to be a 4-star hotel according to google.

There is no microwave and no laundry for guests to use.

UPDATE We have just checked out, and after my complaint last night about the lack of housekeeping and no towels, when we arrived at reception to leave our keys, we received an apology and a credit for the extra 8000 YEN we paid and a smile from the staff member. I have changed my service review number from a 1 to a 2 for...

🏨 Overall Impressions I was incredibly impressed by this hotel. It exudes elegance and comfort, making for a memorable stay with excellent service and thoughtful accommodations.

🛏️ Rooms The rooms are large and pleasant, providing ample space to relax. Though somewhat dated, they remain comfortable and well-maintained, with a charming decor.

♨️ Onsen Experience The onsen was a highlight of my stay, offering indoor, jacuzzi, and outdoor options. The amenities, including hair supplies and makeup for women, were the best I've seen. A lot of care went into making this a luxurious and relaxing space.

🌳 Outdoor Facilities The hotel’s yard is well-maintained and pleasant, even at night. The serene atmosphere is enhanced by the landscaping, though I wished the walking path was larger. Despite this, it’s a lovely place to stroll.

👩‍💼 Staff and Service The staff were incredibly helpful. Although their English was not the best, they made a sincere effort to assist with any needs. Their dedication to excellent service was greatly appreciated.

🍽️ Dining The food was a highlight. Despite many dietary restrictions, the hotel staff worked diligently to accommodate us. They created a special dinner menu and a suitable breakfast. Their efforts made our dining experience enjoyable.

👍 Conclusion Overall, my stay was incredibly nice. The elegant comfort, exceptional service, and thoughtful amenities make it a standout choice. I highly recommend staying here if you have the...

Use caution booking this hotel! Double check your number of guests and understand breakfast is NOT good and NOT optional. Also, no tattoos allowed in the onsen. ||We had reserved two rooms for a total of $450–but somehow when we arrived my Agoda booking only showed three guests instead of five. They demanded and additional $300 for the two unreported guests (because per their explanation in Japan they charge per person not per room). If my elderly parents hadn’t been so tired I would have left. At $225 per room/night price the hotel is tired and underwhelming but for $375 per room/night it’s a joke. ||The pros: it’s quiet, serene even, and the grounds are lovely. The rooms are fine, the beds are fine. ||The cons: value not there. Few amenities if you have tattoos and cannot use the onsen. It’s situated along a busy road and not a nice walk. The buses in the area are expensive. The Japanese breakfast was meh and the western was worse than a tv dinner. ||*we were there during cherry blossom season and spring break. No one had told us to make dinner reservations in advance and the town was literally sold out. After walking to over ten restaurants we gave up and ended up eating 7-eleven. The whole thing was expensive...