Japanese hot spring house — Local services in Sydney

Let’s start with the customer service experience , it’s quite poor with communication and she doesn’t know how to communicate effectively and give out proper instructions, as there was a smart lock on the door to the communal area and took us 10-15 minutes to decipher how it works as the instructions were to put a 4 digit code followed by a star but little did she know that it had to be unlocked first which wasn’t communicated to me at all.

I had several concerns/issues with my stay as it was poorly run down and no thought of the customer experience was a thought to them.

The door was left unlocked upon check-in It wasn’t welcoming as all the windows were open when it was 10 degrees outside , they could have at least turn on the heater on a low setting to make it more accomodating.

The kimonos hanging on the wall are stained and dirty , there was an odd kettle on the floor , it’s as if there is no care factor with presentation of the NARA room.

There were insects in the bathroom and no shelving in the shower and no toilet roll holder (you have to reach behind you to wipe your ass).

The room is low budget with no TV and no wifi during our stay and had no phone signal being in the middle of nowhere.

The heated onsen spa which was not a spa as the jets do not work and no bubbles are forming , it feels like they don’t care about the property , the shade sails above the heated spa had carabiner clips (bought from bunnings) which you had to undo 10 of them to get in to the so called spa.

No thought process in making it easier and welcoming for the customer but instead you have to get into the spa and remove the sails , very poor setup.

Also there is no privacy in the onsen as you have window right above you on top floor.

The entry to the communal area was shocking as it was dark and no lights came on which was a real safety hazard during the night.

The kitchen had a funny smell and was dirty and neglected.

There was dirt all over the stove and dead insects above the fridge. It was totally disgusting.

I would not recommend going to this spa at all , it was the worst experience of my life.

We were only given 2 bath towels for the shower and no hand towel. But no thought process in supplying us additional towels for when we come out of the spa , it was lucky that I thought ahead and bought 2 just in case.

I don’t know what kind of shonky business they are running but they really need to get it together.

After raising the issues above with Vivian , she had taken no accountability or was empathic or apologetic , she just kept on defending herself and her attitude was snobbish with no care factor at all the emails between us got real immature and disrespectful and it was like dealing with a spoilt brat.

Absolutely appalling , I want people to not waste their time at this place and travel up to the Japanese spa house 35 minutes away with much nicer customer service and experience and cleanliness as they truly care about their...

We were disappointed with our stay. The property has potential however it certainly didn’t impress in its current state.

For 480 dollars per night we were expecting a much more authentic Japanese experience.

On entrance to the property we were greeted with a broken oven on the side of the driveway and council wheely bins in the parking lot. There were a lot of discarded bits and pieces in the garden, eg saws, old battery chargers and odd and ends. (See photos). There were some metal ‘stepping’ stones which still had their plastic covering on them. It looks like someone had forgotten to finish their job. (See photos)

The room Kyoto reasonably spacious and clean but the hot water to the room was low pressure and took minutes to be warm.

The WiFi wouldn’t allow us to connect and mobile data reception was slow. The tea set in the room was nice looking however the tea included was Lipton, Japanese tea would have been nice.

We were informed the Kyoto room hot spa had a temperature malfunction so we were asked to use the Tokyo spa. This would have been very ‘interesting’ had the guests of that room been around at that time and also wanted to use the spa. The spa itself was covered in a basic blue tarpaulin and the plastic bamboo garden reinforced this cheap feel. On a positive note the spa water temperature was indeed hot as the property name suggests.

In the communal kitchen there was a wood fire, great for a cold night… but no firewood?

Communicating with the host, Vivian, was quick and easy.

I would recommend to look elsewhere at this...

Unfortunately, this was a disappointing and disheartening experience. The amenities were extremely basic for the price point, and the overall offering felt significantly overhyped and overpriced.

What was advertised as traditional Japanese-style onsens turned out to be nothing more than a small heated pool — not even remotely close to what was promised. The grounds were unappealing and poorly maintained, with visible trash scattered around, which really took away from any sense of relaxation or escape.

There is absolutely no sound insulation between rooms — we could clearly hear our neighbors, and it was difficult to get a restful night’s sleep. For such a premium price, the level of comfort and quality simply doesn’t measure up.

I cannot recommend this place. I strongly urge others to read the negative reviews carefully — many of the issues mentioned in them are still present and clearly not being addressed. Definitely...