Akiu Grand Hotel

Our family of five stayed for 2 nights and 3 days. We booked a premium room, but at check-in, the staff gave us a much smaller room that was half the price. We tried to explain that we booked the more expensive room for its spaciousness, as we had a wheelchair user who needed easy access and comfort. We even showed them a picture of the room we booked. The hotel responded by saying the photo was just a 'signature room' shot taken by the hotel, and didn't mean we'd get that exact room. We pointed out that other rooms at different price points had different photos, not the same one. Initially, the hotel refused to change our room, telling us we'd have to pay more to get the room we originally booked (which was very confusing!). They told us to contact Trip.com ourselves to sort it out. We insisted that as customers, and with them being partners, they should contact Trip.com and resolve the issue for us. We stood our ground, as it wasn't our fault. After several hours, the hotel finally agreed to move us to an adjacent room similar to the one we booked. A bit later, the hotel called our room again, offering an 'even better' room. However, we told them we didn't want a 'better' room; we just wanted the specific room we booked because it would be convenient for the wheelchair user. Trip.com's customer service was much better. We just told them about the problems we faced, and Trip.com offered us a complimentary coupon as an apology for our experience. It wasn't a huge amount, but we were grateful they helped resolve the issue instead of pushing the burden onto us, the customers.

The hot spring in this hotel must have been renovated, it was very clean and enjoyable.

A very satisfying stay! The transportation was convenient, and the hotel's onsen (hot spring) environment was beautiful and comfortable. The dinner buffet was very rich, and I ate a lot of king crab. The front desk staff were very friendly and polite. I would definitely stay again if I have the chance.

I stayed in a Western-style room in the annex, but the room itself was a bit dated. However, the public bath and dining area were excellent. The buffet was incredibly delicious!

I booked a fantastic value package well in advance for cherry blossom season. It included a buffet breakfast and dinner, plus access to the hotel's hot spring bath. The value for money was excellent.