Hotel Premium Lake TOYA

良いお風呂、美味しい食事

Vue grandiose. Chambre de qualité avec petit Onsen privatif bien fonctionnel. Bonne literie même si les oreillers pourraient encore être optimisés. Très calme, personnel attentif malgré une certaine barrière linguistique (Anglais). Petits déjeuners et repas du soir de très grande qualité.

Stores insuffisamment occultants pour le soleil du matin. Lounge de peu d'intérêt ce niveau d'hôtellerie.

Fantastic meal and presentation.. Love their staff and service. Great view to.

This hotel was one of the most expensive stays during our trip (around £369 per night), yet the service was shockingly poor. On Booking.com, the hotel clearly states that luggage storage is available. However, when we checked out, the staff refused to store our luggage, even temporarily. We simply wanted to leave our bags for a short time and take a walk nearby, which is a completely normal request and something we have never been refused by any hotel before. There were two staff members present: an elderly woman who spoke no English at all, and a younger staff member whose English was very limited and unclear, making communication difficult and uncomfortable. The younger staff member repeatedly stated that it was “impossible” to store our luggage because only guests who were checking in were allowed to do so, and also said that the hotel did not have space to store our bags as a new group of guests was about to arrive for check-in. These restrictions were never mentioned on Booking, and in any case, managing space during check-in is an internal operational matter, not something that should be imposed on guests—especially when luggage storage is explicitly stated. The elderly staff member’s attitude was even more problematic. She kept avoiding the issue with irrelevant comments and illogical arguments. When our friend (who speaks fluent Japanese and studied in Japan) showed her the Booking page stating luggage storage was available, and explained clearly that we would return shortly to collect our bags, she still refused. She even questioned us by saying things like “There’s nowhere to walk around here anyway, where are you going?”, which is completely inappropriate. She then claimed that the only place to store luggage was at the onsen town bus station, and when we asked whether luggage storage there was guaranteed, she replied “No.