Le Grand Karuizawa Hotel&Resort

We travelled with 18 months old twin toddlers and rent a car. We booked Yamanoue Suite Twin because it has a separate room where we can leave our toddlers to sleep while we do something else. It was a very big room, and the boys were happy to run around and explore all the different area of the room. However, they were only able to provide 1 cot (paid) per room despite saying they could do two when emailing them, probably for safety reasons. Lucky the beds are super big and we were able to co-sleep with each of them without any problem. There aren't any view from the room unfortunately but the resort itself does offer a very stunning view. We booked the package which includes breakfast and dinner for 3 nights. We missed our first breakfast, but did attend the other 2. Breakfast has a decent selection but were very similar each morning with little variation. Dinner was set french menu and was different each night. We ordered 1 child meal to share between the 2 every night. The child meal was so impressive though not everything is suitable for toddlers to eat (it wasn't designed for toddlers so we're ok with it). The staff understood without saying that our boys cannot be seated for long and was very efficient in serving our meals without compromising the service. There was some confusion with dinning time due to language barrier, but it wasn't a big deal at all. The only complaint I have was that there weren't very obvious instructions on how to call for a buggy when we were at Yamanoue Suite as there's usually no visible staff on site; it was a little inconvenient (and also cold being winter) so I did not end up trying their onsen at all which was disappointing as that was part of the reason why I booked this resort. All in all, we were very happy with our stay.

They lost our reservation and we had to wait 15 mins for them to find our room. Not a great start with all the friction to a romantic gettaway. Aside from that it was a very pleasant stay. The Onsen and the vibes of the property were incredible. You could see the night sky very clearly. Great for a couples gettaway as long as they dont lose your reservation.

Poor service and poor responsiveness. We notified the staff that the room had a dead centipede. The staff member didn’t have a meaningful response and urgency to remediate the issue. Staff member acted like it normal for a luxury hotel that charged 800$ per night to have insects.