Matsumoto Ryokan — Hotel in Kyoto

Disappointing Ryokan Experience – Lacking Hospitality and Attention to Detail

My family of four (two adults and two kids) recently stayed here for one night during our trip to Kyoto. Leading up to this, we had been staying in a 5-star hotel in Tokyo for four nights at around $350 per night, enjoying Western-style accommodations with buffet breakfasts and excellent service. Since our plan was to experience a traditional Japanese Ryokan in Kyoto, and we booked quite last minute, many of the family-owned options were sold out. This Ryokan seemed to meet our criteria: a public bath, traditional Japanese breakfast (based on reviews), a Ryokan-style room with a private bathroom, and a rate under $350 per night.

Unfortunately, this experience was a letdown for several reasons, earning it only 1 star.

Pricing for Family Travelers

When booking for two adults and two kids, we were charged a rate similar to reserving two rooms. All they did was add two extra mattresses to the room, which was unnecessary since our kids ended up sharing the same mattresses as us (as they’re accustomed to doing). Despite this, we were charged the price of two rooms. In the end, the cost was comparable to a 5-star hotel, but the quality of this Ryokan was closer to 3 stars.

Breakfast Request Mishandled

I made a clear request during my reservation on Booking.com for a traditional Japanese breakfast, as we were only staying one night in Kyoto. To ensure clarity, I even used Google Translate to write my request in Japanese. Upon arrival at 8 PM, the man at the front desk informed me that breakfast reservations had to be made in advance, and it was now too late since the cooks had already gone home.

I pointed out the reservation request printed on his copy, and he only read it for the first time then. Despite this, he simply apologized and made no effort to find a solution or offer alternatives. This was incredibly frustrating, especially since we chose this Ryokan partly for the breakfast experience

Lack of Attention to Detail

The lack of attentiveness continued during check-in. When the staff guided us to the elevator and explained the need to wear the provided Ryokan sandals, he handed us 4 adult-sized pairs. He didn’t notice my two young children standing right next to me and my husba, and I had to specifically ask for kid-sized sandals.

Room Comfort

The room itself was functional but unimpressive. It featured a traditional tatami mat floor, tea, and some sweets was already placed in our room . However, the space was tight—large enough to fully open only one suitcase at a time. While the private bathroom was clean, it felt like a small, add-on bathroom in a townhouse rather than something thoughtfully designed. It lacked the charm and comfort I expected from a Ryokan. Overall, I was relieved we stayed only one night.

Service Expectations

I understand this is not a 5-star hotel, but even for a 3-star property, the lack of attention to detail was disappointing, especially given the reputation of Japanese hospitality. During the first 4 days of our time in Japan as of now, I was amazed by the care and service we experienced everywhere—from convenience stores to parks. For example, when I bought an umbrella at a random convenience store, the cashier offered to remove the plastic covering (in Japanese of course) so I could use it immediately—something you’d never see at a convenience store in the U.S. Unfortunately, this Ryokan didn’t reflect the same level of thoughtfulness or care.

Final Thoughts:

I wouldn’t recommend this Ryokan if you’re accustomed to the comfort of 4-star and above hotels OR if you’re looking for the warm, family-run hospitality that traditional Ryokans are known for. If you don’t care about these aspects and just need a basic place to stay, it might work for you.

However, if you want a memorable Ryokan experience, I strongly recommend booking far in advance. I ended up with this option after exhausting searches for more authentic and well-reviewed Ryokans, and it was a...

Loved the ryokan experience. We stayed in a traditional room. I woke up with a sore back, sore ribs, and a sore many other things, which was probably a combination of the hard floor and the fact that I move around too much in my sleep, but otherwise, I loved sleeping on the futon.

I liked the small Mitsubishi TV. I didn't know Mitsubishi TVs existed.

And as an American, the coffee machine made me laugh! If you can read Japanese, you'll see what I mean. I love it.

The view from the ryokan was also nice in the room we got.

We had an awesome traditional breakfast in the ryokan, too. We were served delicious food. I remember the Miso, egg juice in a bowl (wish I knew what it was called), pickled plum, green tea... Unfortunately I forgot the rest, but I remember it tasted delicious!

It was in a great location, too. I loved walking around nearby. Walked past many small ramen shops and cafes that I would have loved to go to if I had the time. Many great places within walking distance. There is a big, beautiful temple close by with lots of big koi fish and lilies in the...

I usually will not take my time to write reviews but I found that this place was exceptionally bad. Our family found it ridiculous that as to store our luggage you need to pay money to store our luggage and this was one of several unreasonable and bad experiences that we have had at the ryokan. Secondly, the beds provided were infested with some type of pest, whether it be bed bugs or the like. This was clearly visible from bites that we had from the first and second night. The service was absolutely terrible as they were not able to provide any information whatsoever regarding the surrounding area. The hotel in general was old and run down and we strongly advise that this ryokan be avoided at all costs.

Service: 0/10 Helpfulness: 0/10 Overall score 0/10

Possibly the worst ryokan that can...