Kyukaruizawa Kikyo, Curio Collection By Hilton

Booked a massage for my wife and I, the hotel uses an outside service which the concierge’s didn’t realize, despite an advertisement in their lobby. We were told the only service was “in room”, which we tried. It was the worst experience I’ve had. I shared the details with the hotel manager who said there was nothing he could do about it. Really??? The staff can’t see beyond their nose. This lack of professionalism overshadows the other benefits of the hotel.

I am delighted to have spent a wonderful one night here. I would like to express my gratitude for the complimentary shuttle service provided from the hotel to the Karuizawa Station. The vehicle was comfortable, and the drivers were both friendly and professional. Throughout the journey, the drivers maintained constant communication with the hotel regarding the vehicle 's status. Upon arrival at the hotel, there was already someone ready to greet us and assist with our luggages. The level of service reminded me of the butler-style service at The Ritz in London, yet it felt even more like coming home. Whether it was the reception at the front desk or the service staff in the restaurant, everyone was exceptionally warm and friendly, creating a sense of reassurance. The public onsen on B1, despite having only one pool and a sauna room, exuded a cozy and comfortable atmosphere with its wooden design. Even when using it alone, there was no sense of unease. The room was incredibly spacious, and the refrigerator was stocked with various specialty fruit juices and beers from Shinshu, all complimentary. The bed was clean and comfortable, and the view outside the window showcased a serene forest, allowing for a relaxing natural environment even while working in the room. I would like to extend my gratitude once again to all the staff at the hotel for providing such professional and quality service. Thanks to them, we have beautiful memories of our time in Karuizawa.

Our stay here was a highlight of our trip throughout Japan - excellent accommodations, fantastic location, and stellar service. As other reviews shared, the hotel is in line with what you'd expect from a luxury location; however, the effort and care shown by Azumi Toya and Shinobu Hanai were exceptional in helping to resolve an unfortunate experience (at another hotel). After a day out and about in Karuizawa, my mom realized that our meal (at another hotel) included large errors in what was charged. After using Google Translate to decipher the receipt, she got a pit in her stomach and was anxious to go back to navigate the language barriers and try to fix it. Luckily, while explaining the issue to Azumi Toya, she saved us a trip and helped resolve it over the phone. They could have stopped there, but Shinobu Hanai saw how stressed my elderly mom was and went one step further to request the hotel provide us with an updated receipt to confirm everything was adjusted. This gave her (and us) peace of mind to continue enjoying this special trip, and they followed through by making sure my mom received the fax with the updated receipt. There are many options for nice hotels, but to also know that you'll be taken care of if something goes wrong...that is priceless, especially when you're in another country where you're unfamiliar with the language and customs. Thank you to Shinobu Hanai and Azumi Toya for their thoughtful approach to the experience their clients have at the Kyukaruizawa Kikyo!

Beautiful hotel, nice room and comfy public bath. On top of that we want to emphasize that all the staff are super friendly and helpful. Thank you shuttle drivers who take us back and forth from the train station many times. Also big thanks to Mr Nakamura who works in the restaurant/Lounge. He was super friendly and took really care of us during HH. And he offered to take pictures of us when he saw us the next day. Can’t say thank you enough and we will definitely be back!