The lack of customer service was very disappointing. When we checked in, we had a problem because our son is 16 years old and she said children are 12 and under. She had to talk to the manager and made us wait for over 5 minutes. We indicated our son was 16 on Expedia. I asked for a brochure of things to do in the area, and she said, "Id be happy to help you in a half an hour when I finish checking in the Japanese guests." It was hard to find the hotel. The transportation was lacking. The shuttle only goes to Gora station twice a day, and that's only when you are departing. We had to walk up a really long, steep hill to get to the hotel from the station. Our room smelled awful and the hotel looked old and run down. The kitchen didn't have any utensils or cooking instruments. We did call, and they brought us up some. There are only futons which weren't super comfortable. We told the lady who checked us in that we didn't need our room cleaned, but we did want new towels. When we arrived back to the hotel in the evening, our towels were hanging on our door handle in a bag. The stores and restaurants were a bit of a walk and the hills are very steep. When we checked out, the lady at the desk didn't even thank us for our stay. We felt very unwelcomed.