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at the Castle Hotel & Spa
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Horrible Customer Service & Staff
Mar 5th, 2020
I would NOT recommend this hotel. Rude & unaccommodating staff, from the front desk agent all the way up to the COO, Ken Utsumi & manager Jiro Sato. Stay far away from this property, such a disappointment. TRIPADVISOR.COM USER
One thing happened after another...
Mar 3rd, 2020
This review is written by my husband. We went to the Castle Hotel & Spa for Valentines Day. We live relatively close and have been to Equus Restaurant previously but never stayed overnight. So we were both looking forward to a nice romantic time at one of the top rated hotels. Unfortunately things didn't go as planned. I planned a spa treatment for my wife and we had a beautiful Junior suite and in room dining. We arrived mid afternoon and check in went smoothly. The room was gorgeous, spa was perfect. Thereafter is when things went array. I called in advance to make sure there were vegetarian options for room service and was assured there was. Went for a drink at their small but cozy bar. The maitre d brought my wife a freshly printed vegetarian room service menu. (we knew this because they had a price fixed menu for Valentines Day weekend and we were their first customers). When we got back to our room I noticed the heat wasn't working in the bathroom (it was a very cold night). Then ... Called receptionist and they sent a mechanic up to the room. Thereafter we ordered room service. 10 minutes later mechanic showed few minutes later restaurant (Michelin Star) called and said they did not have the only main course vegetarian option on the menu (cauliflower steaks). How do you not have cauliflower? How could that be if they just printed the menu and it was the very first vegetarian serving for the whole weekend? My wife just ordered the appetizer and extra bread room service came and they got my dinner wrong, they brought fish which I did not order. They apologized and as they were leaving I reminded them to bring bread They came back up with two bite sized pieces of bread, but at least the presentation was nice We started our nice romantic dinner with the mechanic fixing the heater. Mechanic 'fixed' the heater, left and about 15 minutes later I went to use the bathroom and it still wasn't working. Cold air was blowing out of the vents. How disappointed, I planned a nice romantic rose peddled bath. Top it all off, while we were eating there was a 'stink bug' crawling on the rug. Since it was Valentines Day and only there for an overnight we kind of laughed everything off and enjoyed our evening. We left very early the next morning skipping a planned brunch. My husband relayed everything to the manager and she was sympathetic and gave 20% off bill and said she would speak to the Equus Chef and head manager. For the money we paid and for a luxury historic hotel we were pretty disappointed. We do travel frequently so we realize things happen and it just was one of those things. But we were mainly disappointed with the lack of follow up by management especially after we filled out survey honestly but very respectfully. No one called or emailed us. Yes it is a beautiful hotel, but just because of the lack of follow up by management we will not go there again. TRIPADVISOR.COM USER
Not worth the money...
Feb 24th, 2020
For what they charge, I don't think it's worth the money. First, bear in mind that the cost of the room changes based on the occupancy size, which I find to be a very quaint habit that most hotels no longer practice. (I did notice in my recent travel to Japan that they actually practice this there... not sure if there's any relevance here.) The food was quite delicious, and the spa was good but again, not worth the money. I get massages quite regularly and for the price, I would seek elsewhere. At one point, we left our room key card in the room. We went to the front to ask for a new card, and the Japanese lady behind the counter was unwilling until the manager got involved and gave us a new card. I can't begin to explain what happened there. All in all, I would prefer to go to another hotel. TRIPADVISOR.COM USER
So you want to stay in a castle
Feb 23rd, 2020
No problems with the hotel. Our room was nice, clean, and in the original castle. I think only the suites are in the castle itself. Valet and front desk staff were outstanding. No problems with housekeeping. Here is the weird part, to get to the suites, you have to walk through the restaurant. It is set up really weird! I kinda felt bad interrupting people and staff walking through. Please note, we did not eat there, prices were outrageous and it was prefix weekend! Lucky, there were many great options nearby. But that was all nearby, restaurants. The surrounding towns had absolutely nothing to do! Not a ton of shops or anything, I was told that it is different in the warmer months, but I’d travel up north before hiking in this area. If you want to stay in castle, book. But you really don’t get anything special for staying at the castle, I’ve been all over the world and this hotel just doesn’t compete for the price. The mini bar if a nice touch, and we enjoyed the cookies and almonds but please stock the fridge for two people. Also, perhaps a sample of sherry/brandy or something local in the suites may go a long way for the price? TRIPADVISOR.COM USER
Serious Security Issues
Feb 3rd, 2020
I stayed at the hotel this past weekend with my friends for a ladies spa weekend. The spa experience and services were excellent. We ate at the Equus restaurant at the hotel and the food and attentiveness was also excellent, however there was an issue with the bill which took 2 attempts to fix. Also one of us was pregnant (a fact that was assumed by the waitstaff, the information was not offered up by us) and the waiter was, while I believe trying to be informative, came off very condescending about what she could and could not eat. Lastly when we got back to our room it was clear that someone had been in the room while we were gone, as all the lights in the room were on and we know we had turned them off, the beds were not turned down so it was not simply a turndown service, nothing was missing but it seemed odd. Then later in the night someone randomly unlocked our door and came in, once they saw us they turned around and walked right out. We then locked the deadbolt and heard someone try to come in again. We alerted the front desk but all they said was we’ll alert security, they did not seem concerned in the least. We are very disappointed in the level of security and neglect from the hotel staff and we will not be returning. I would also tell anyone to take this information into account before booking here. TRIPADVISOR.COM USER
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