"The property is beautiful, private balcony with private onsen were AMAZING! Room was comfortable and well laid out. That part is definitely a 5*.
The staff were friendly, mostly helpful, but not so much if you got there early. They did take your stuff, but didn't help with directions on how to catch the bus or where to walk.
The food is where this property lost a star (I'd give it a 3, maybe upper 2). The dining area is beautiful and peaceful. The actual food needs some work. The first course was set out 10 min early and was meant to be warm, we arrived on time and it was cold. They proceeded to bring out each course in rapid succession and we had a ton of food in front of us. Not a proper kaiseki meal. As we dug in the food was ok, how they managed dry fish in soup is beyond me.
I'd stay here again - but would skip the food and enjoy it in town instead.
One other note - if you stay here know its at least 30min away from the lake and the majority of the Hakone Loop. So I'd suggest accounting for that in your time planning. "
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