Courtyard by Marriott Hakuba — Hotel in Hakuba

My wife and I have been looking forward to our trip to Japan, and specifically our stay at the Courtyard in Hakuba. We are both Marriott members and have slowly started switching over to your hotels when booking for our trips, because we’ve enjoyed our experiences with your brand so far. However, when we were checking in — after handing over my credit card for the deposit and just before being given our key — we were unexpectedly informed that we had to pay an extra 4,750 yen. The reason given was that the booking was for one guest, and because my wife was accompanying me there would be an additional charge. I was shocked by this, as I have never encountered such a policy at any hotel, let alone a Marriott. When I reviewed my booking confirmation, I did see it was listed as one guest, but I honestly did not think to double-check this detail since no hotel I’ve stayed at has ever charged extra for a spouse. This felt unnecessary and unreasonable, particularly since having two people in the room does not change how the room is used. To add to the frustration, had I simply checked in online, this issue would not have been flagged at all. Beyond this, the overall presentation of the property was disappointing. The lobby was bare and unwelcoming, with staff working off of random laptops placed on small stools instead of a proper front desk. On arrival, we were even greeted at the main entrance by staff hauling out old beds into trucks — hardly the first impression one expects from a Marriott property. I was literally questioning whether we were at the right property, as it seemed derelict. I am very displeased with this experience. I would like to continue being a loyal customer, but this was far below the Marriott standard. I am reaching out to customer service first to give Marriott an opportunity to respond before I decide on any...

Stayed in this hotel for 2 days as Bonvoy platinum. Here is the update for the Marriott Bonvoy platinum and above level benefit from this hotel. Apparently improved experience comparing to the other reviewers’. I got room upgrade to onsen room, welcome gift of drink or pints AND complimentary breakfast, and lounge access with food but not just snacks - worth noting that light food will only be served before 7pm. In general I have no complaint any benefit and I will personally consider breakfast quality in Hakuba Courtyard much better than any other Courtyard hotels in town.

However, I trust my check in was not handled properly. The staff used my credit card for holding deposit (with receipt), but asked if he can additionally record my full credit card detail to charge in future in case of damage. Being rejected by me due to card security concern, he further insisted this is the practice of “international hotel brand”. I challenged of course as that is not my experience even staying with other Marriott hotels in Japan and anywhere in the world. Eventually, another manager accepted my challenge but reminded me it was accepted as “special case”. Upon check out, they didn’t seem to remember about the deposit. As per my usual experience they should forfeit the deposit or inform deposit return dates, but the counter simply had no record/receipt kept for me. So I am still confused with that policy, or whether something being misunderstood/miscommunicated.

Also for those who will come from Nagano station by express bus, you may find shuttle bus service provide by hotel not well match with your bus timetable. I ended up take taxi everyday. Lucky that Taxi service is quick and easy to get during my...

Overall, our stay at the hotel was pleasant and welcoming—for both myself and my dogs. The property was clean and well-maintained, and the atmosphere was friendly and accommodating. I appreciated how the hotel made use of the surrounding villa area for parking, which was convenient and practical.

While the staff seemed comfortable with small dogs, they appeared less familiar with handling guests accompanied by larger or multiple dogs. As Hakuba continues to grow as a destination for dog-friendly outdoor activities, it would be wonderful if the hotel could further enhance its readiness to support a wider range of dog owners. In particular, a smoother check-in process for guests with dogs would help create a more reassuring first impression. I must admit I felt quite uneasy at first—almost questioning whether I had chosen the right place—but this feeling gradually faded.

At the restaurant, I selected what I understood to be the recommended course. Unfortunately, both the meat and fish dishes were very thinly sliced, leaving the meal feeling less satisfying than expected. The portion size was reasonable, but the overall quality of the course did not meet expectations.

That said, the guest room and in-room bath were excellent. It would be even more convenient to have a small area designated for placing luggage or clothes—especially when traveling with dogs, as we prefer not to leave things directly on the floor.

The Hakuba area is truly lovely, and I would be happy to return—especially if I can take advantage of membership or credit card benefits. Thank you again...