Karuizawa Marriott Hotel — Restaurant in Karuizawa

An extremely expensive hotel whose service fails to meet the standards I experience at all other Marriott hotels. I stayed in many Marriott hotel around the world and this was the third at which I stayed in Japan. Karuizawa was the most expensive of all my stays and easily the most disappointing. There are multiple issues with this hotel but let me hit the high points.||||Check-in proved a long, unclear, and unsupportive process. After a long day of driving, I pulled up the main lobby under the carport covered from the rain. A bellman asked my name and then directed me to an annex where I had to park outside, check in, and then bring my bags in under the rain. This is where the hotel began missing the mark on my expectations of a Marriott. At other Marriott visits, the bellmen would call the desk to report my name to the front desk while gathering bags to take them to the room and the front desk would be ready with my paperwork and my keys for a rapid check in. In this stay, on walking up to the annex check-in desk, I gave my name again and the clerk looked around the desk for my reservation paperwork. Upon finding it, she provided a series of pages relating to the hotel, COVID procedures, and other information, all of which was in written in Japanese. She had me swipe my credit card and asked if I would like express checkout, to which I agreed. All of this took some time, then I returned to the car to retrieve our bags. A Marriott employee brought us a cart and then stood back while my family and I offloaded our bags in the rain. Wet and tired, we pushed our bags to the room. In all, check-in took thirty minutes to check in, an exceedingly long time after my family’s travel. ||||With twenty minutes before its closure, my son and I went to the lounge to get a drink and a snack. A hostess seated us, provided menus, and went about her other business. When we arrived there was only one other guest who shortly left. We sat a moment waiting to order or get an explanation of the lounge. When none was forthcoming, my son stepped up to get us something and that spurred action, not to help but to get the explanation, that not everything laid out was included with lounge privileges. It was confusing setup. So we asked if we could have a beer, were told yes, and then nothing. My son went himself to the refrigerator to get a couple of beers for us and brought them back to the table. Fortunately, I had a bottle opener on my keychain as none was immediately available and the hostess did not offer to help. ||||We finished our drinks and returned to the room to clean up. The combined shower and bath area were nicely appointed. Unfortunately, soap scum lined the corners of the space. A sign of lack of attention to detail from the cleaning staff.||||After cleaning up, I checked the hotel’s information on the mobile app and found spa services were available until midnight. Pleased I still had an hour, I ventured down to the front desk to get directions and was told the spa was closing, a change to the schedule was amongst the Japanese papers I received on check in, but not clearly outlined and their website had not been updated under the COVID information. Disappointed, I returned to my room to get some sleep. The bed was comfortable, and I slept undisturbed.||||We woke and went for breakfast, served just off the lobby in the main building. We asked for a table for four and the host began to bring my family to a out of the way table nearest the kitchen door. Unsure why we were led there, I asked for one of the empty tables in the center of the room. He agreed, moved us to a better location and promptly left. Once there, the table provided a pleasant view of a water garden outside the curved glass windows. We enjoyed the buffet and there was a very friendly chief. Though I did notice that the Japanese families received an introduction to the buffet and services which we did not.||||Finally, on checking out, despite requesting expedited check out, I did not receive a receipt, either by email or under the door as is custom. I went to the front desk to inquire and turn in our keys. I was again asked for my credit card, which the clerk tried to swipe again until I stopped him saying I had already paid. Then he asked my name and found my paperwork. The attempt to charge me a second time, truly brought my ire, adding insult to injury of the poor experience.||||There were three central issues with my stay:||||First the lack of professionalism in the staff. They were all friendly, but few were competent at their jobs. Much more training is required across the staff to raise the standard of professionalism. As such a hotel, the staff should anticipate the needs of a guest and not react to what is put in front of them. ||||Second, little to no attempt to correct issues. As each of the issues arouse, I brought it up the staff member in front of me. Save for the reseating at breakfast, the staff made no attempts to correct the error, nor even make a note to fix in the future. I felt dismissed. ||||Finally, if not evident through the telling of my experience, it proved obvious the staff neither ready for nor prepared for foreign (gaijin) guests. As such, my family and I never truly felt welcomed at this hotel. I understand I am staying in a foreign country and might expect such standoff behavior from a local hotel. However, as a Marriott property I expect some attempt to support foreign guests. I experienced warm hospitality and language accommodation with all other Marriott properties in travel around the world and other Marriott properties in Japan. Just not here.||||Final note. This hotel sits known affluent vacation area for the Japanese, so I expected inflated costs. This was the third Marriott at which I stayed in Japan and easily the most expensive. It was not worth it. If you want to visit Karuizawa, find a different hotel. If you want a Marriott vacation, find a...

I stayed in many Marriott hotels around the world and thrice in Japan. Karuizawa was the most expensive of all my stays & most disappointing.

Check-in proved a long, unclear, and unsupportive process. After a long day of driving we were shuffled around the property to check in. All the check in information was written in Japanese, but the clerk attempted to go through all of it despite the obvious lack of understanding. She swiped my credit card, Then I returned to the car to retrieve our bags. A employee brought us a cart, stood back, & my family offloaded our bags in the rain. In all, check-in took thirty minutes leaving us exhausted & wet.

With 20 minutes before closure, we went to the lounge to get a drink & snack. A hostess sat us, provided menus & left. We sat a moment waiting to order. No one approached, my son got up to get drinks for us from a frig & we used a bottle opener on my keychain. No attempts at hospitality.

The combined shower & bath area were nicely appointed. Unfortunately, soap scum lined the corners of the space.

I checked the hotel’s info on the Bonvoy app & found spa services available until midnight. With an hour, I asked the front desk for directions & told the spa was closed, a change to the schedule was amongst the Japanese papers I received on check in, but nowhere their website.

Brunch was good, though they tried to sit us by the kitchen door with open tables in center of the room.

On checking out, the clerk tried to swipe my credit card again until I stopped him.

3 key issues in our stay: Lack of professionalism in the staff. Friendly, but few were competent at their jobs. Training is required across the staff to raise the standard of professionalism. At a premier hotel, staff should anticipate needs of a guest & not wait to react. Correct issues immediately. As each issue arouse, I brought it up to the staff member in front of me. Save for a reseating at breakfast, they made no attempts to correct the errors, nor even make a note to fix in the future. I felt dismissed.
The staff is not prepared for foreign (gaijin) guests. As such, my family never truly felt welcomed at this hotel. I understand I am staying in a foreign country & might expect such standoff behavior from a local hotel. As a Marriott property, I expect some attempt to support foreign guests. I've seen warm hospitality & language accommodation with all other Marriott properties in travel around the world & in Japan....

From our recent visit to the Karuizawa Marriott Hotel, we're excited to share the essence of this secluded gem. With its sprawling suites and gourmet dining options, the hotel is a sanctuary of comfort amidst the snowy splendor of Karuizawa. The experience is further elevated by the warmth of the staff and the blissful moments spent in the onsen.||||😍So Good:||||Impeccable Cleanliness: The hotel's dedication to a pristine environment was evident and appreciated.||Heartwarming Service: The staff's attentiveness and warmth made our stay delightful.||Restful Onsen: The onsen provided a haven of relaxation, enhancing our retreat.||Delectable Breakfast: The diverse breakfast options were a culinary delight each morning.||||🙁Not So OK:||||Secluded Location: Its distance from the city and public transport requires some planning.||Seasonal Crowds: Winter brings the beauty of snow but also high demand and prices.||||👌Just OK:||||👨‍🦲Zen Minimalism: The room's minimalist Zen decor may not resonate with those in search of traditional luxury.||Standard Amenities: The facilities met our needs without exceeding expectations.||Ski Area Access: While the hotel offers a shuttle to the ski area, there is still a walk involved to reach the ski gates, which might be a consideration for some guests.||||💡 Tips and Recommendation:||||♨Onsen Choices: Opt for the building with its own onsen for a private dip, or brave the open-air onsen for a magical winter experience.||🚘Transport Planning: While there's a shuttle service, having private transportation is convenient.||Marriott Bonvoy Benefits: Leverage Bonvoy membership for enhanced stay experiences; it's worth signing up for.||||👏Conclusion:||Capturing the magic of the Karuizawa Marriott Hotel in mere words is a challenge; it's an experience that truly needs to be felt personally. It's a destination that may very well become your next...