Hotel Indigo Hakone Gora By Ihg

“An amazing stay along the river”

This hotel is fantastic and the service was top notch. Our IHG level got us free breakfast every morning and it was amazing. The had a river view and loved the soaking tub and spotting fireflies at night. A short walk across the bridge takes you right to 7/11 and a great casual sushi place that was… more

This hotel is fantastic and the service was top notch. Our IHG level got us free breakfast every morning and it was amazing. The had a river view and loved the soaking tub and spotting fireflies at night. A short walk across the bridge takes you right to 7/11 and a great casual sushi place that was some of the best sushi we had our whole trip. My son just wanted to eat there each night. Between my 12yr old son and myself we spent $75 each night on sushi. Our most expensive meals in Japan, but definitely a quality difference from some of the casual places we went to in Tokyo and Kyoto. There’s also a nice river path that makes for a great evening walk. The shuttle service was top notch and we were able to get from Gora and back easily. This saved us money on uber or time on buses.

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“Beautiful property and location, but a factory-farm for tourists”

Good things first -- the location along the river is beautiful and calming (although be aware that there is currently some daytime construction across the river), and the rooms are stylish and generously sized, especially for Japan. Even with a third bed for a child it was easy to move around the … more

Good things first -- the location along the river is beautiful and calming (although be aware that there is currently some daytime construction across the river), and the rooms are stylish and generously sized, especially for Japan. Even with a third bed for a child it was easy to move around the room. The rooms are in great condition and spotlessly clean. Sitting in the outdoor private "onsen" in the evening while listening to the rushing water is a delight. The breakfast buffet is high quality, offering a range of Japanese and Western items. The hotel shuttle to and from Odawara Station is very convenient with luggage. While the hotel is very close to Gora Station, it may not be obvious from Google Maps that this is a 600m walk with an 88m change in elevation! There are a lot of steps that would be quite a workout with luggage. There is also nearby (level) access to bus stops for multiple local lines. Now the not good -- the AC for both our rooms was broken. It was clear this had been the case well before our arrival, but we did not notice until bedtime when the room was swelteringly hot. The front desk confirmed they were showing a fault and gave us fans, but no attempt was made to fix this during our stay. No compensation was offered until I asked, when 5k points per room was offered. This was extremely disappointing. Overall, the staff seemed overworked (or perhaps understaffed) and generally not focused on customer service, but rather on getting as many people through the property as quickly as possible. Early check-in (under AmEx Travel terms) seems to not be generally available, and early check-out is advised by the team to avoid waiting. This property did not come anywhere near my baseline expectations of service in Japan, but I also did not see any Japanese guests which is perhaps telling. The hotel "onsen" was spacious and comfortable, although it was disappointing that the jacuzzi section was closed until further notice. This left a lounging area with a giant video display of landscapes, a dry sauna, a very hot wading pool, and a deeper hot pool with a strong circular current. I use "onsen" in quotes because in any other context I would consider this a pool spa... certainly the water all smells strongly of chlorine treatment rather than of natural minerals, so you should set your expectations appropriately. Overall it was not a bad stay, but for the price I will likely investigate ryokan options on a future visit to Hakone.

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“Grubby charging extra fees”

We recently stayed at Hotel Indigo Hakone and overall had a mixed experience. The rooms were spacious and well appointed with good amenities, and the staff were genuinely helpful throughout our stay. The location is great and the free shuttle to and from the station was a really nice touch that we… more

We recently stayed at Hotel Indigo Hakone and overall had a mixed experience. The rooms were spacious and well appointed with good amenities, and the staff were genuinely helpful throughout our stay. The location is great and the free shuttle to and from the station was a really nice touch that we appreciated. Dinner and breakfast at the restaurant were both enjoyable with good quality food, though prices were on the steep side even by Hakone standards. However, the hidden fees left a sour taste. When we were told our room was ready early, we were then hit with a $100 early check in charge. This felt completely unjustified as the room was already cleaned and prepared. The hotel incurs no additional cost whatsoever in simply handing over a key to a room that is already sitting there ready. It felt a little grubby to charge guests for something that costs the hotel nothing. On top of that, there was an additional charge to use the onsen in the room. When an onsen is already built into your room, it should be included in the price. Charging extra for a feature that is physically part of the room you are already paying for is hard to justify. For a hotel at this price point, the nickel and diming is disappointing and takes away from what could otherwise be a lovely stay. Sort out the fees and this place would be a solid four or five stars.

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