The Maples

Nice hotel in great location.

We booked this property in Niseko thinking we were staying at a hotel with proper facilities and service. Nowhere in the booking process was it made clear that this was actually a serviced apartment, especially since it is marketed online like a full-service hotel. Unfortunately, the reality did not match the expectations that were created. The disappointment started immediately upon arrival. When we went to store our ski equipment in the ski lockers, we were greeted by used house slippers and a dirty locker. During check-in we were also informed that breakfast had to be reserved at least three days in advance — something that had never been communicated beforehand. As a result, we could only book breakfast starting from the fourth morning of our stay. We then tried to reserve the onsen, only to discover it wasn’t even located on the property. Guests must take a hotel shuttle to another location, enjoy the onsen, and then head back into the cold afterwards. Even with the pick-up and drop-off service, this takes away from the relaxing experience. Parking, however, was easy and spacious, which was one of the few positives. The property is promoted as a “full-facility” stay, but in reality it feels like a basic apartment rental. Housekeeping is not daily. We stayed for five days and the room was only cleaned on day three — and even then, very superficially. Our hair and dust were still in the bathroom, although the bed sheets were changed. Throughout our stay we had a major condensation problem on the windows and frames. Water constantly dripped and overflowed onto the windowsill. Naturally, guests place belongings there, and ours ended up soaked. Even after housekeeping came, the collected water was simply left there. Reception was aware of the issue, yet nothing seemed to be done. One evening we asked reception to help make a restaurant reservation. Three staff members just stared at us until we insisted, after which one reluctantly said they would make a call. This perfectly reflects the overall lack of hospitality we experienced. Overall, this was not the stay we had hoped for. The lack of facilities and hospitality did not match the expectations created online. We later discovered that breakfast wasn’t even a buffet, but a very simple breakfast box costing 3000 yen per person. The location is great and the design of the property is beautiful, but the service and quality need significant improvement.

The staff are so helpful and friendly, its a modern clean hotel. There are twomor three things id change. We opted for breakfast and it was pretty tragic and not what families need. It was barely edible. The rooms also let in so much light that it wakes you up early which alo isnt ideal. And the lockers where they make you store your boots dont dry them out so they proceed to get wetter each day.

Overall, a nice experience please mind that there is no breakfast included other than a small bento box with a sandwich, and the ski lockers have no heating inside of them