Shoji Mount Hotel

Stayed a night with 4 adults and 3 kids in November. Plenty of parking right on the doorstep. Rooms are old fashioned comfortable. Some have a view of Mount Fuji across Shoji Lake but the windows make it hard to really enjoy the view from inside, especially if you're in one of the rooms at the side, so do ask for a room right in front of the parking lot if this is important to you. If not, just cross the road for the short walk to the lake shore for a magnificent view on clear days! Meals are not the best but still of acceptable quality, you can order dinner when you check in (if you're not too late) and breakfast the night before. There are usually 2 or 3 types of sets to choose from. The onsen is on the ground floor at the back and doesn't have any view. The free massage chairs are nice. Not much English spoken so knowing or being able to translate to Japanese really makes things a lot easier here.

A bit disappointing. Don’t get me wrong, the view is amaaaazing. However, the hotel is old, and at parts untidy. The bathroom in the room smelt really bad. Food selection was limited, and no other restaurants were available in the vicinity. The staff were nice and helpful. The room size was decent.

I booked a family room at Shoji Mount Hotel, inspired by the recent hype from Netflix’s “The Hotspot.” Unfortunately, I made a genuine mistake and selected the wrong dates for my reservation. I fully acknowledge this was my own error, and I understand the hotel’s right to uphold their cancellation and change policies. I am not blaming the hotel for my mistake. What disappointed me, however, was the way the hotel handled my attempts to resolve the issue. I tried to contact the hotel directly multiple times, but communication was extremely difficult. Only one staff member seemed able to speak English, and all communication had to be approved by a manager, who consistently refused to speak with me or respond to my requests. Written inquiries also went unanswered. Even after involving Booking.com’s Japanese support staff to help facilitate communication, the hotel still declined to engage in any direct conversation or offer assistance. While I understand that policies must be followed, I expected a higher level of professionalism and customer care from a hotel in the hospitality industry—especially one that is currently enjoying increased popularity. In summary, while the booking error was entirely my responsibility, the lack of communication, unwillingness to engage, and unresponsiveness from the hotel staff made an already disappointing situation much worse. I hope the hotel will consider improving its customer service and communication for future guests.