Rosenheim Hotel — Hotel in Hakuba

I booked this hotel via Hotels.com. Unfortunately, I misunderstood the fine print that each room I booked was for 1 adult and 1 child per room. I booked two rooms because my parents would join us making our party 4 adults and 2 children. When my parents cancelled, I cancelled one room thinking that our family of four could fit into one room. Hotels.com refunded one room and charged 30% cancellation.||||When I arrived at the Rosen Heim they had prepared 2 rooms and were unaware that I had cancelled one room. I informed them that one room was cancelled and therefore set off an unfortunate chain of events.||||The night desk clerk informed us that they did not have our cancellation and said that they “Never make mistakes.”||||When I showed them my cancellation confirmation from Hotels.com they insisted that I pay an additional 37,000 yen + 900 yen tax for breakfast & dinner for 3 days / 2 nights for 2 children.||||Initially under the impression that we had booked a room for 2 adults & 2 children we strenuously objected and spent 1 hour going back and forth with the front desk. Because it was late and we felt that the night clerk may not have the right customer service perspective we went to our room.||||The next morning we reviewed our booking information from Hotels.com and discovered our mistake. According to the confirmation email we had a room which was just for 1 adult and 1 child. I find that type of room arrangement unusual and did not expect such a limitation. ||||Therefore we called Hotels.com to help. They called the hotel and were told that the hotel would accept 37,900 yen for the meals. Frustrated that this situation was ruining our vacation, we put this out of our mind and tried to make the most of things.||||The hotel is dated but clean. The restaurant is average by Japanese standards. The sheets are very cheap and uncomfortable. The room was very small, typical of traditional Japanese hotel. The HVAC was noisy. The onsen was clean and empty most of the time. Most guests were foreigners and I assume don’t value the onsen experience. One recommendation for the onsen is to include drinking water so that I could hydrate. The view from the outdoor ones was of Nakayama slopes and the ski jump. Nice. ||||The final day, I apologized to the staff for causing the confusion and said that we would pay what they felt was fair. The staff was speechless and just smiled. I was shocked that no one would even offer an apology for the confusing posting on hotels.com or the condescending attitude of the night clerk or the day clerk Ori.||||Apparently, this hotel is family owner and they get very defensive about money. In a situation like this, an obvious mistake by the customer, I would expect the hotel to apologize for the confusion and try to make it right without fleecing me.||||When we checked out, the staff handed us a bill for 47,000 yen. They added a daily charge for the double occupancy of our children. Tired of fighting and wanting to move on we paid and left. ||||We travel to Japan 3 times a year. This was our first trip to Hakuba, and our last to Rosen...

I rarely leave negative reviews, but my experience at this hotel was deeply disappointing and unacceptable. Despite relying on international tourism, the staff displayed a level of unfriendliness and unprofessionalism that was truly shocking.||Check-In Experience:|From the moment we arrived, the check-in process was unpleasant. The staff was dismissive and unhelpful. When we called for directions, we were simply told to walk 20 minutes from the bus station in the snow with our luggage. Any request for assistance was met with indifference or outright rudeness.||Unacceptable Behavior:|When I politely requested a pickup service, the owner herself mockingly repeated my request in Japanese. After living in Japan for 25 years, I have never encountered such disrespectful behavior.||Ski Equipment & Services:|The advertised ski equipment rental was another letdown. The staff seemed annoyed when we inquired about renting gear, and the quality of the equipment was far below standard. It was clear they had no interest in assisting guests.||Storage Issues:|There was no proper storage for our belongings. I was told to leave my items in a common area, and unfortunately, my charger was taken from my bag. At that point, I didn’t even bother to complain, knowing it would be a waste of time. Carrying our luggage to the ski slopes was extremely inconvenient, but again, the staff showed no concern.||Room Quality:|The rooms are extremely outdated and poorly maintained, especially considering the high price of accommodation.||Final Thoughts:|This hotel is family-owned, and the defensiveness of the management is apparent. Instead of addressing guest concerns, they dismiss them outright. It’s disheartening to see such behavior, particularly when hospitality should be about making guests feel welcome and respected.||I strongly advise avoiding this hotel. No one deserves to be treated this way, and unless they make serious changes, I can’t imagine this business thriving much longer. I hope they reflect on their approach and improve, but until then, I would recommend...

I walked into this quaint place and was treated like long lost family. Muma Sun reminds me of my grandmother! Ori handled my checkin and she has an amazing smile that did not abate for the two weeks I was there.||||This is an older style Japanese hotel, run by a family. its certainly not 5 star, but I dont want this. I felt at home here and was glad to come back each evening for a soak in the wonderful onsen, ||||The rooms, while they can be small, are comfortable and well appointed. The bathrooms are small by Western standards, but are what I have come to expect in Japan. Beds were nice. Pillows left a bot to be desired, but I have not had a hotel anywhere have spot on pillows that match what I have at home.||||There seemed to be an activity every night in this hotel. From making traditional foods, to food sampling, to foot baths. The highlight was the weekly Japanese buffet. I ate out most nights, but always came back for the buffet.||||Its close to most things. 5-10 mins from everywhere I wanted to be. A shuttle bus to the other slopes stops at the from. Yakki lift is 3 mins walk through the back yard.||||Good, secure ski and board storage (just a pity the bloody skiers kept using the board racks and not the ski racks for their skis) and most amazingly a boot dryer (which the staff tend all night to make sure all the boots are rotated).||||The bar is a good little spot to meet other travellers and share stories about stacks and oli's. Happy hour is always good. And the popcorn rocks. I was lucky to get Muma Sun's recipe for home made Plum Sake. Happy to say only 8 moths before its ready!!||||The summary:||- well located||- cheap||- family owned and operated||- quaint||- amazing onsen||- friendly staff||- included cooked buffet breakfast!!!! amazing!!!||||PS - they have the cheapest...