Gastgebruiker
21 juli 2023
We felt cheated. This was our second visit to Wanosato and we stayed at the same suite (Tenryu), but the experience was completely different. The room smelled strongly musty (our clothes in the suitcase still smelled the same mustiness for days after leaving Wanosato). There were cobwebs and balls of dust in the room. As a result, our dust allergy was so severe that my wife had to keep a face mask on in order to sleep. It was clear that Wanosato was short of staff. Rarely anyone at the counter; even the dinners were toned down/reduced from our last stay 4 years ago. It was not the staff's issue. They worked hard and had a good attitude. It was the issue with the management/owner. Faced with staffing shortage, the management apparently chose to maximize profit by making available more rooms than the staff could handle, and in the process the service standard deteriorated significantly. To be charged 250,000 yen per night for the suite, we expected better (at least a clean suite). The steadfast commitment to quality by luxury ryokans and hotels in Japan is the reason we keep coming back. Such trust is lost with Wanosato. We will not revisit in the future.
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