My fiancé and I are frequent guests to this property. The hot springs are amazing, nevertheless they can do a lot better in the following:
1) Pre check in client service is pretty horrible as the they never pay attention to any requests. It was our 4th anniversary celebration and I’ve asked for a flower decoration for our room and got no response whatsoever. I messaged and called the property several times with no response.
2) Bathroom amenities are poor. Hand soap, shampoo and related are probably not even 2 star hotel level. This property is supposed to be a luxury resort.
3) On this last stay, I forgot my headset in our suite after checkout. When calling to recover my headset, once again they never responded my messages or calls. After several attempts, I finally got a hold of them through their LAN line.
Their restaurant staff is great and I hope they continue to improve as this property has amazing potential.