Amazing location and amenities. The outdoor public bath was incredible, and we splurged with the onsen in the room, which was worth every bit. There was also a massage chair in our room which my partner greatly enjoyed. Dinner and breakfast all incredible, but the front desk staff we had issue with.
Initially the fortnight prior to my booking, I could not find out access to the hotel, and emailed to ask if there was a shuttle pick-up location. I did not receive a response.
Two or three days prior to the booking, I researched online and discovered there was a free shuttle from Hirayu Onsen, and emailed a follow up, asking if I needed to book the shuttle or what times they would go by. Again, no response. We ultimately ended up walking to the hotel from the Hirayu Onsen stop, which was ok that day as it was downhill and good weather.
The other issue was on the day we checked out. I had checked with the front desk the night prior as to whether we could use the shuttle service to go up the hill to Hirayu Onsen, but the earliest it started was 9.00am. As we needed to leave by 7.00am, I thanked them and declined.
However the next day it was raining at check out time. We were not offered umbrellas, or an offer to call a taxi. They watched us leave with no comment. We finished our two night onsen experience which cost me over $1500 for two nights, with wet clothes, shoes and luggage.