Hotel Premium Lake TOYA

Very pretty and affordable

It was great I loved everything

- very very friendly and helpful staff - clean - provide enough towels - good facilities, refa hairdryer, refa shower head, high water pressure at shower, water temperature is consistent at shower

- location is a bit far, if you don’t drive, it’ll be very inconvenient as there’s no convenience store within walking distance - even if you drive, it’s quite dark at night near the hotel - you won’t be able to watch the fireworks from hotel rooms, but the hotel provide shuttle service if you want to go

Loved this hotel. Small, cozy, and with absolutely stunning views over Lake Toya.

The staff were very friendly and welcoming, though many spoke little English, which sometimes made communication difficult. Before arrival and again at check-in, I had informed the hotel that I don’t eat meat or poultry. On our second night, my dish unfortunately contained duck, which I only noticed after taking a bite. It turned out my plate had been swapped with my husband’s. It was an honest mistake, but the server’s reaction felt a bit strange, likely due to the language barrier.

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.