Karuizawa Luxe Villa

The check-in and check-out support was extremely poor.

First of all, the check-in/check-out support was unbelievably poor. On the day, I couldn’t reach anyone even after calling the contact number and the operating company… It took about an hour before we could enter the Room, so we had to push back our dinner Reservation and couldn’t relax. At check-in, neither the in-room device nor the mobile app showed that we were checked in. When I asked if everything was okay, I was told there would be a time lag and it was fine. However, at check-out a message appeared saying we had not checked in—and again, the support desk wouldn’t even answer the phone! After more than 30 minutes with no connection, we left as is. They called back about an hour later. There were very few dishes; there is only one large plate, so you may need to bring your own… Even though there is a fireplace, it cannot be used—even in Karuizawa in February… The water heater also seems to be tank-type: after filling the bath and then using the shower, the hot water pressure becomes weak and it gets too cold to tolerate… Reheating is possible, but you can’t add hot water… A nearby rental villa where I stayed before included everything—jacuzzi, sauna, BBQ grill, fireplace, firewood—in the price with no hassle. Here, everything (BBQ grill rental, bonfire setup, sauna) costs extra. I thought it might still be good value for money overall, but it really wasn’t. I booked because it was IKYU and assumed it would be reliable—but from now on I’ll be more careful. I also think IKYU should reconsider listing places with service this poor. If Accommodations like this increase on booking sites like this one’s listings only option will become staying only at properties booked directly through their own websites. I want them to rethink how they operate going forward.