we had quite a few spiders in our room, mainly because it was a room on the outer edges of the complex. These spiders were pretty large, but once we called the front desk, they were able to take care of it immediately

onsen was so nice, it's a natural hotspring, so don't be surprised by the filaments in the water. dinner and breakfast were delicious! the amenities in the public onsen were really nice as well as the public snacks within the common areas. everything was zen and relaxing! The staff were incredibly kind and accommodating which made the experience even better.

Stayed in September 2023

N/a

The property was clean, comfy and created such an authentic Japanese vibe.

Stayed in November 2023

All the meals were incredible, both the dinner and the breakfast with multiple courses. The private Onsen's were extremely relaxing as well and was a very pleasant stay

Stayed in November 2023

The only thing I didn't like was going down the stairs with our luggage at the end of our stay... but I realize we could have asked for help.

So welcoming and so amazing! I highly recommend this lovely traditional place.

Stayed in October 2023

Amazing service all around. We were well looked after right after stepping foot on the property. Food was really good, and the onsen even better! Must try experience.

Stayed in November 2023

Easy to find location, nice and quiet. Great food. Great staff who speak english and take time to explain things in English and Japanese. The staff were very warm and patient to answer questions. Great amenities that are easy to access and arrange.

Stayed in November 2023

Nothing! Wish we booked in another night!

Steeped in history - 300 years old, but wonderfully maintained! Staff were also great, from little touches like greeting us at the outside entrance (timing it with the bus schedules!) to being super accommodating with booking the private onsen. We didn’t realise onsens close at 10am and don’t reopen until 3pm (for cleaning) wanted to get a soak in before we checked out and missed the last booking - fortunately they let us have a quick soak before we checked out. Food was also amazing, and although it’s expensive, it’s worth the money! Wish we checked in earlier to chill and fully try out the amenities - nice tea/snack/wine/sake bar all included with the stay.

Stayed in October 2023

Authentic Japanese Experience. Great room, food, service. Private and public onsens. Convenient to Hakone Freepass bus.

Stayed in October 2023

It's an old building so not the cleanest, but that's part of the charm.

Remote location, private onsens, tasted tons of new food. Huge rooms.

Stayed in October 2023

Nothing. It was perfection.

Wow! This place was amazing! Such a magical experience from the moment we got there. The room, facilities, food and overall experience are hard to describe and the photos do not do it justice. Everything was exceptional. I didn’t think this place could possibly live up to the amazing reviews it consistently gets but it surpassed my expectations. A completely wonderful place to stay on the last night of our honeymoon and one I will never forget.

Stayed in October 2023

It is a bit out of the way if you want to see lots of Hakone — but I really did not mind! I never wanted to leave anyway.

This was perhaps the most magical place I have ever stayed! The food was incredible (as good as some Michelin star kaiseki we tried), the private onsen were gorgeous and easy to book. We spent hours reading and drinking free sake in the tranquil shared spaces. It felt like we had spent a week relaxing after only a day.

Stayed in September 2023

Nothing! The only suggestion I would offer is to provide a (paid) shuttle from Odawara Station as the bus can be packed/uncomfortable.

Everything! The staff from the moment we walked up to the property took every opportunity they could to make our stay as enjoyable as possible. From check-in to check-out, every one of our wants and needs were fulfilled. The room was spectacular! Very spacious, well appointed, and had a beautiful view of the gardens. Plus, our in-room hot spring bath was amazing. Dinner as well as breakfast were massive with 10+ courses, each better than the last. Complimentary snacks, and drinks (alcoholic and non-alcoholic) were available in the lobby self serve at all hours. The cherry on top was the onsens available, both the public baths, the one inside our room, as well as the complimentary private onsen available. The hotel is on the higher end of Ryokans in the Hakone area, but the saying “you get what you pay for” rings especially true here. Matsuzakaya Honten was worth every penny!

Stayed in October 2023

Nothing everything was amazing.

I had a lot of doubts booking this place because their marketing is not the best. Looking at the picture and their website this place looks very old and not so modern or refreshed. BUT going there was really the best experience because it is absolutely not the case : You will have the real Ryokan experience in a place where you will be 5 stars treated (From welcome to service to all the offered amenities), and at the same time that has history (More than 300yo). It is very cleaned, rooms have a lot of space. The half board is exceptional, had the best authentic dinners and breakfast of our trip (drinks are included). It is well located to discover beautiful Ashi lake. You will have also your Onsen experience, you can book for free a private one (they have a lot so you will have yours for sure). We are used to modern 5stars hotel service and we were absolutely not disappointed.

Stayed in October 2023

Nothing, everything was beyond my expectations

The property is so gorgeous and steeped in history. Immaculately kept and wonderful facilities.

Stayed in October 2023

I wish there were glass bottled cold milks and yogurts I could buy after I left the onsen baths.

The food was delicious and the drink bar was fantastic.

Stayed in September 2023

nothing we didn't like

great traditional ryokan experience with excellent kaiseki meal and drinks included

Stayed in September 2023

The staff was incredibly welcoming and helpful from the moment we stepped on the property to the moment we stepped off (literally, one of the staff walked us all the way to the bus station across the street). We loved interacting with every single one. Food was amazing and loved the private onsens. We had such a relaxing stay!

Stayed in September 2023

best experience that we had in Japan. really good! we have stayed at the room woth private onsen, and it was the best choice ever! truly recommend!

Stayed in September 2023

Amazing staff.

Stayed in September 2023

Breakfast and dinner were truly amazing each day. The room was large and comfortable with great amenities. Beer and wine in the fridge, coffee and tea available. All the toiletries you could need.

Stayed in September 2023

Nothing

Amazing staff, facilities and food

Stayed in September 2023

My only negative would be the front lobby sitting area…it seemed a bit old and tired and was not a good first impression.

We loved the rooms!! They were everything i wanted in a traditional and comfortable Japanese experience. The public, common rooms such as the main” lounge” area was beautiful with a love,y outdoor view. I cannot say that the couches were comfortable though…id like a back on my coach. The view from the onsen sitting area was fantastic. Id say the Onsen itself was nice but not great. The waters are great but i would have enjoyed a more expansive outdoor experience. The multi course kaiseki meals for dinner and breakfast were outstanding.

Stayed in September 2023

The inn is a little out of the way, but this could just as well be viewed as a GOOD thing, since it is so green and quiet there. A public bus is available every 30 minutes or so to take guests to town or to Lake Ashi.

Our stay at the Matsuzakaya was among the most enjoyable we've ever had. The grounds, the architecture / layout, and the rooms themselves are all very beautiful. As one strolls the halls, it quickly becomes clear that the property has a rich and long history. On many occasions, our time there felt more like being a guest at a very large and opulent home rather than at an inn. We especially enjoyed the reading rooms and the outdoor bath on a garden deck adjacent to our room. The onsen was also excellent. Throughout the whole experience, the staff was exceedingly kind, helpful, and welcoming. The kaiseki meals were exceptional. Overall, the entire experience was peaceful and rejuvenating. We wish we could have stayed longer and will certainly return!

Stayed in September 2023

We wish we knew more about the additional services such as massages.

I loved how clean and tranquil the place was.

Stayed in August 2023

The staff was wonderful and noticed it was the day after my birthday, and they went all out for it. The facilities were amazing, and the food was delicious.

Stayed in August 2023