Hotel Indigo Karuizawa by IHG — Hotel in Karuizawa

I had an absolutely wonderful stay at this hotel! From the moment I arrived, I felt warmly welcomed and well taken care of.

The shuttle service from the train station was very convenient, though seating is first come, first served. Upon arrival, I was immediately charmed by the rustic yet contemporary and elegant lobby, especially the beautiful communal fireplace which created such a cozy atmosphere.

Check-in was a breeze, thanks to the lovely Ms. Hoshino. She was incredibly helpful, taking the time to show me around the property, including the restaurant and spa buildings. As a Platinum member, I got an upgraded river-view room, which I truly appreciated. Throughout my stay, she was always attentive whenever I passed through the lobby.

The guest rooms are just a short walk from the main building, and I was personally escorted to mine by Harumi, who was really sweet and welcoming. I enjoyed our conversations on our way to my room. The hospitality didn’t stop there as I was also assisted by Aizawa and Ishikawa at different points during my stay, both of whom provided excellent service, from luggage forwarding to taxi arrangements.

One of the highlights was the sento bath which was a well-equipped facility with everything you could need for relaxation. The indoor and outdoor baths were spacious.

And, the room was perfect. It was spacious, beautifully designed, and so comfortable that I genuinely felt like staying in all day! The rain shower was fantastic, and I loved that I could enjoy the view outside from the bathtub. My only small suggestion would be to have the WC located closer to the main bathroom area for convenience. Otherwise, everything was thoughtfully designed, from the cozy bedding to the private balcony, where I enjoyed a warm cup of coffee on a crisp winter morning. Soaking in the tub on a cold night felt so luxurious too.

Breakfast was another great experience, with an impressive selection of dishes. A special mention to Sugi, who was so charming and attentive. The walnut panna cotta was SO good, by the way! I don’t usually like sweets but that was actually very light and refreshing at breakfast!

Guests can also order drinks in the lobby. For Platinum guests, you can choose a complimentary drink as your welcome gift. I was served a lovely glass of red that was from the local Nagano region. It was just so relaxing to enjoy a drink by the fireplace on a winter night with a book, hearing the fireplace cracking softly. To make it more magical, it suddenly began to snow outside. The falling snow against the backdrop of the hotel’s outdoor illumination really made me feel all warm and fuzzy :)

I only wish I had stayed longer! I’d love to return in the summer or autumn to experience the beauty of a different season. A huge thank you to the entire hotel team for providing such a perfect experience. I can't wait to...

I recently had the pleasure of booking a 5-night stay at Indigo Hotel Karuizawa, and the experience left me thoroughly impressed. From the moment I stepped into the lobby, I knew I was in for a treat.

The lobby area is a masterpiece, resembling an aesthetically pleasing glass house with a central fireplace. This charming setting not only provided warmth during the check-in process but also served as a comfortable waiting area for the shuttle service. The refreshing welcome drink offered upon check-in set the tone for the exceptional hospitality that awaited.

Ei, the staff member who assisted us, was not only friendly but also went above and beyond to make my wife's birthday special. Despite the unavailability of in-room cakes, Ei thoughtfully provided a complimentary birthday gift, adding a personal touch to our celebration. The willingness of the hotel to accommodate special requests is truly commendable.

Although we had requested a room upgrade, the hotel staff informed us that the upgrade would result in a smaller room due to design constraints. While we opted against the upgrade, it would have been appreciated as a Platinum member to be offered points in lieu of the room upgrade, considering the constraints involved.

Service recovery during our stay was exceptional. A special breakfast request for a no-meat meal inadvertently included pork. The hotel promptly offered in-room service at no charge and expressed sincere apologies for the oversight. Mr. Abei, the manager, demonstrated openness and friendliness, offering valuable recommendations for places to visit during our stay.

The complimentary shuttle service to Karuizawa station proved to be a convenient way to explore the area. From outlet shopping to visits to the old Ginza street and nearby ski resorts, the shuttle service facilitated our exploration without the need for taxis. The hotel's dedication to family-friendly amenities, including kids' amenities and pyjamas, made our stay even more enjoyable.

A special mention goes to Kanai and Ae at the hotel restaurant, who were exceptionally helpful during our breakfasts. The flexibility of the staff and their welcoming attitude toward children made dining a stress-free experience.

Pillows provided were a little soft to my liking. Nevertheless, the public onsen in the hotel made the experience and stay worthwhile. It was well thought and structured.

In conclusion, Indigo Hotel Karuizawa offers a perfect blend of aesthetics, hospitality, and service recovery. I look forward to revisiting this hotel in another season to appreciate the natural beauty and relaxed environment that it...

Dear Hotel Indigo Karuizawa Management,

I am writing to express my sincere gratitude for the wonderful experience I had during my recent stay at your hotel. Overall, my stay was delightful, and I would like to take a moment to acknowledge the positive aspects of my visit.

Firstly, I would like to commend your exceptional front desk staff for their warmth and helpfulness during the check-in process. Their friendly demeanor and willingness to assist with any queries or requests made me feel welcomed and valued as a guest.

I must also extend my appreciation for the birthday celebration you arranged for me. The attention to detail and the thoughtfulness put into making it a memorable occasion were truly commendable. The arrangements were perfect, and it made my stay even more special.

Furthermore, I was highly impressed with the promptness of your email responses. It was refreshing to receive timely and efficient communication, as it allowed me to plan and prepare for my visit with ease.

While the majority of my interactions with your staff were positive, I feel obliged to share a disappointing experience I had with one of your concierge staff members. Unfortunately, the attitude displayed by a male concierge staff member, who was slightly overweight and wore black glasses, was not up to the high standard set by the rest of your team. His behavior towards my parents, particularly when assisting them with their luggage during check-in, was impolite and left a negative impression. Conversely, I must mention that the female concierge staff member exhibited exceptional dedication and provided me with invaluable assistance throughout my stay.

Although this incident affected my perception of the overall experience, I believe it is important to provide feedback for improvement. I trust that you will address this matter appropriately and ensure that all your staff members consistently uphold the standards of excellence that your hotel is known for.

Despite this isolated incident, I want to emphasize that my stay at Hotel Indigo Karuizawa was truly enjoyable, thanks to the remarkable efforts of your front desk staff and the memorable birthday celebration. I sincerely appreciate the high level of service and attention to detail demonstrated by your team.

Once again, thank you for a wonderful stay. I look forward to the opportunity of returning to your hotel in the future and experiencing the exceptional hospitality for which Hotel Indigo Karuizawa is renowned.

Yours...