Nothing.

Incredible stay! The property is huge and located in the mountains of Hakone. Upon arrival, the staff were extremely helpful and were responsive in any requests that we had. The kaiseki breakfasts and dinners were also incredible. We tried most of the private onsens, and they were so peaceful! Highly recommend staying at Matsuzakaya Honten to reset and recharge.

Stayed in January 2023

While I did not mind the meals, my traveling partner who was not used to eating Kaiseki food had trouble with some of the dishes within the menu due to a few unusual texture and flavors. Furthermore due to the sulfuric nature of the onsen water there is a sulfur smell near the entrance of the hotel and at the onsens (for better or worse). However this smell wasn't present at any other areas of the hotel, so it didn't bother us too much.

Very pleasant atmosphere and experience. Booked here in order to have the ability to have private onsen baths since my traveling partner was uncomfortable with the public baths while also enjoying a ryokan experience. Some of the items in the kaiseki-style meals might not be for everyone, but dinner and breakfast was delicious and plentiful, and the private onsens were great! Other facilities such as the drink corner, lounge room and games room available to use at our leisure were also appreciated. Staff are also able to speak English very well and the service was really good. My traveling partner could not eat meat and alcohol, and they were able to adjust the menu and accommodate us.

Stayed in January 2023

Nothing, i loved everything about it and already miss it!

My sister and I had an incredible stay. The staff were so kind and helpful. When checking in, you are greeted with tea or coffee and a traditional Japanese treat while you sit in a gorgeous vintage waiting room and enjoy the scenery from the window. They were able to upgrade our room upon request and it was so spacious and included a private onsen. We stayed in fall so the autumn leafs were red and orange from our room window. The ryokkan itself is beautiful and so well preserved. The staff were so kind as to give us a full tour upon arrival. There are several rooms you can enjoy apart from your bedroom, this includes a reading room open 24 hours and a sitting room with a traditional hearth in the centre. The private onsens can be rented hourly and they are so beautiful and relaxing. My sister and i opted to rent one at night and one again in the morning. We enjoyed the 9 course traditional Japanese dinner and Japanese breakfast and everything was delicious. The food is certainly different then what you would be used to if you have never had a traditional meal, however, for our first time, everything was tasty and filling! If you are a picky eater perhaps you would struggle but if you keep an open mind, everything is prepared to high quality. The dining room is also very pretty and private and the staff provide you with lovely garments that can be worn during meals/walking around the ryokkan. Overall this was the nicest ryokkan i have stayed in so far and both my sister and i agreed we would stay here again. Location wise, you will need to use the bus or have to staff call a taxi for you, as nothing is walkable, however having stayed in Hakone before, i can assure you this is almost always the case as you are in the mountains after all. Unless you drive yourself, please factor in your travel time and expenses accordingly. Personally i think that can easily be overlooked considering how incredible and private the location of the ryokkan is.

Stayed in December 2022

Drainage of the sink keeps getting clogged.

The food and service were exceptional, the public baths were amazing. Our friend became ill and the staff did everything they could to help us get the treatment she needed.

Stayed in April 2024

I purchased our two night stay mainly as a gift for my Japanese relatives, and had communicated in advance with the hotel about the service being provided in Japanese for them. I also communicated in advance about food allergies. The hotel handled this well for the first dinner and both breakfasts. However, when we came to dinner on the second night, the table was set with only English menus, which my relatives could not really read. They also seemed to forget about the allergies we had communicated, as they brought me a dish that had sesame seeds on it. The service was also much less attentive, and we noticed that many of the food items were cold when they should not have been. The staff was different on the second night than on the first night, but regardless, they should have known. Normally I wouldn’t mind these types of mistakes, but given the price was quite high and I was giving this as a gift, I felt a little disappointed and embarrassed about the situation.

Overall, we had a great time and stayed two nights. The property is very rustic and has excellent onsen facilities and lounge areas. The rooms were very comfortable. They also have private outdoor baths that are relatively easily to reserve. The meals were excellent (except for one).

Stayed in January 2024

The room was comfortable but lacked charm and decoration, it was very blank and impersonal. The ryokan is very traditional and has been actively receiving guests for 360 years old, it is impressive, but some parts of it feel way too outdated and old and, as much as I enjoyed the cooking in the style of ancient times for example, I couldn't help but think that these prices levels require a touch more comfort (the common parts were warmed with fuel heaters and the scent of it was very unpleasant). Unfortunately it didn't feel like a good value for money

We had a good 2 nights stay, the staff was beyond helpful and nice all along. The food was good both at dinner and breakfast, and it was easy to enjoy the onsen facilities. The room was very spacious, we loved its private open-air bath, and foot bath.

Stayed in January 2024

Overall condition of facilities and grounds. Very disappointing.

Breakfast and private onsen

Stayed in November 2023

The property was charming with a lovely ambiance. The staff were always friendly and helpful. Ou room overlooked the enchanting Japanese garden. We had a private bath which was relaxing and peaceful and was just perfect after an active day. The location was quiet and tranquil and was a welcome break from the hustle and bustle of the large cities. The meals were impressive and excellent with our breakfast and dinner being very filling 9-10 course creations!

Stayed in October 2023

No shower head in the in-room bathroom. Need to mix the hot & cold water ourselves with the little bucket

All the cheerful staff that went the extra mile for us. The history of the property. Tastefully updated room, good size too. Comfortable beds. Can reserve private onsen. Good selection of coffee & tea in the room. AYCD beverages & alcohol bar outside.

Stayed in October 2023

A bit cold in the structure

Staff super friendly and welcoming Dinner & breakfast great and genuine experience Onsen was great but not very well explained how to get there

Stayed in November 2023

Dinner could be improved relative to the cost.

Original style Onsen,

Stayed in September 2023

both dinner and breakfast was nicely served. The staff are nice and treated us well. It was pouring rain when we checked out and the staff booked a taxi for us and a number of them with umbrellas took us to the taxi.

Stayed in June 2023

While the living area was beautiful, the bedroom was a bit dingy, and our room heater made weird sounds all night.

Beautiful ryokan building with well designed interiors amazing service and delicious food

Stayed in May 2023

Taking 2 stars off for the reasons below: The location was quite out of the way. I would have preferred something a bit closer to the sights in Gora. Hakone relies on buses so it’s not that easy to get around, and it’s important to find well located hotels if you want to squeeze in some sightseeing. The small details on amenities and service could be improved. Our room had 2 floors, and the upstairs bathroom next to our bedroom had no toiletries or towels at all, which was odd. When we booked the public onsen, no one told us that we needed to pick up the key from the front desk, so there was a lot of confusion.

Had a very relaxing stay here! The private onsen in our room and the public onsens are all very nice, and the amenities overall felt luxurious. The food was good; compared to the kaiseki dinners we had elsewhere on our trip, the food didn’t stand out, but I still felt quite content after the dinner and breakfast.

Stayed in April 2023

great Japanese traditional experience

Stayed in April 2023

Unfortunately one onsen (public bath ) was under renovation and therefore we had to take turns and this should have been communicated prior to our arrival as you are paying for all these services. Unfortunately all of us had rooms with a parking lot view, unfortunately this diminished a bit the great experience

Dinner was very nice and the staff is super friendly a shout out to Ms. Mana who was such a delight and we all love her beds are super comfortable and rooms are huge, free flowing wine/ sake/ soft drink bar what a wonderful treat

Stayed in March 2023

sound of the guests in the next room

spring water. cooking. room. atmosphere. silence

Stayed in July 2023

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Stayed in May 2024

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Stayed in June 2024

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Stayed in June 2024

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Stayed in June 2024

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Stayed in May 2024

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Stayed in May 2024

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Stayed in April 2024

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Stayed in May 2024