Hotel Hot Springs di Taiwan, China

1. Misleading Entrance Signage Upon arrival, we followed the signage pasted on a pillar that directed guests to a staircase entrance. However, when we reached that entrance, we were shocked to find the door marked with the sign “来宾止步” (“Guests Stop Here”). When we raised this with your staff, we were told that this entrance has not been in use since the COVID-19 period. While we understand that certain operations may have changed during the pandemic, COVID-19 restrictions have ended for more than two years. If the primary entrance has been permanently closed, why has no corrective action been taken and the misleading signage still left there? Carrying heavy luggage up and down a sloped path unnecessarily was frustrating and avoidable. 2. No Staff Assistance or Clear Signage at the New Entrance When we finally located the new entrance, there were no staff members on standby to assist us, nor was there any clear external signage indicating that this was the correct way to access the lobby. The explanation given later was that all staff were away assisting with parking which is not acceptable. At least one person should have been assigned to remain at the entrance, or the last person leaving should have arranged for another colleague to cover the position. In addition, the Operations Director mentioned that there is signage inside the new entrance directing guests to take the elevator to the lobby. However, this logic is flawed. If guests cannot locate the correct entrance in the first place, how could they possibly see a sign placed inside? 3. Poorly Trained and Unprofessional Front Desk Behavior After struggling outside, we called the number listed on Google. Only then did someone finally come out and lead us in. By that time, we were exhausted and upset. When we confronted the front desk staff about why they ignored us, despite us clearly visible outside the “来宾止步” glass door, making eye contact and knocking for help, but they claimed they “did not see us.” This excuse was clearly untrue, as we observed them looking in our direction. Even more disappointing, none of the front desk staff offered an apology even until we requested to speak to the Operations Director and asked him to review the CCTV footage. After reviewing the footage, the Operations Director confirmed that the front desk had not been alert and apologized on their behalf. However, he did not acknowledge that the front desk’s attitude and lack of sincerity were also serious problems. Being “not alert enough” and showing no sense of apology or empathy are two entirely different issues. As an international hotel, the front desk is the first impression of your service. Regardless of the quality of your facilities, this poor experience completely overshadowed the positive aspects of our stay. It also severely damages the reputation of Kagaya Group — a brand that has long been admired for its exemplary Japanese hospitality and politeness. Although we appreciate the Operations Director’s effort to make amends by offering us a meal and gifts (which we declined), it remains undeniable that this incident reflects a failure in staff training and management oversight. We hope that management will seriously review this incident, especially the issues of: - Inadequate and misleading signage at the entrance - Lack of staff presence and assistance upon guest arrival - Poor front desk awareness and unprofessional behavior We trust that Kagaya Group will uphold its proud tradition of service by addressing these problems promptly and ensuring no other guests experience such treatment in the future. Thank you for your attention.

This was my first time staying at this hotel, and I was assigned a room in Building 3. The soundproofing was absolutely terrible, not only between rooms but also for the French windows. Just outside my room's balcony, there's an open-air lounge area for the hotel downstairs, and I could clearly hear guests' conversations. Throughout the night, I kept hearing intermittent noises, like something scratching the wall, coming from upstairs, as well as conversations from other rooms, which made it very difficult to sleep. When I checked out, I mentioned this to the front desk. They told me that only my son and I were staying in Building 3 (so where were the noises coming from? The front desk suggested I must have been hearing noises from Building 2 🙃). The overall hotel design is quite odd; it's divided into three buildings. To dine or use the hot springs, you have to go to Building 1. Although there's a golf cart shuttle service, it's still inconvenient when there's a large crowd waiting for a ride. My son used the public hot springs and thought they were pretty good and well-equipped. That was the only positive aspect of this stay.

Excellent daily healthy breakfast with a wide range of varieties for all in the family to enjoy, and using local fresh ingredients making the start of day something to look forward to! Near food eateries and stores for some local souvenir shopping, convenience stores, and walking distance to train station! We also enjoyed the daily evening complimentary snacks and drinks services including their special tea cocktail. Best of all was their impeccable service. We left our shopping behind after we left the hotel for Taipei, and they kindly arranged for courier to send the items over, wrapped the breakable item nicely with bubble wrap. They also helped us plan for a wonderful and memorable birthday with locally sourced cake and flowers. Everything they did was done with care and love, even for something as simple as making up beds, that they also tucked in the kids' soft toys in cutely. The kids now want to go back to Yilan just for the hotel stay! Definitely the best hotel experience we have had as a family!

Sweetme Hotspring Resort is a fantastic place to unwind and recharge. The location is excellent, just a few minutes’ walk from Xinbeitou Station and conveniently close to many restaurants. One of the highlights of the stay was the spa experience. Guests can enjoy both the private in-room hot spring and the public spa facilities. The room was clean, spacious, and thoughtfully designed for comfort. Breakfast was another strong point, with a good selection of food to start the day right. Overall, Sweetme Hotspring Resort delivers a well-rounded experience with great amenities, a prime location, and a relaxing atmosphere. I will definitely come back again.

Having a hot tub right in the room for a private onsen experience was absolutely wonderful! It saved us the trouble of going to an outdoor bathhouse, offering both convenience and privacy – I loved it! A big thank you to the hotel's front desk staff too; they clearly explained the check-in process, and everyone was so friendly and polite. I highly recommend this place to all my friends and family, and I'd definitely stay here again if I get the chance. Superb! 👍👍

Upon check-in, when asked the reason for our stay, I casually mentioned we were celebrating our 100th day together. They genuinely took note and arranged related services. The sense of privacy and exclusive hospitality was exceptional, truly living up to the reputation of Japan's top Hoshino Resorts group. I particularly loved the design of the entire garden and the relaxation pavilions by the pool, as well as the hot springs. Whether it was the expansive window views from the room, the scenery from the private onsen, the women's public bath, or the dining area, every single spot, with its flowers, plants, and water birds, was meticulously designed. Both dinner and breakfast were also thoughtfully prepared and presented using local ingredients. Our 2-day, 1-night stay left us feeling incredibly touched and joyful, both physically and mentally. It felt like we were taken care of in every possible way. Every moment was filled with deep appreciation. I highly recommend staying here.

Very pleasant experience stay. The customer service was excellent, from the time we walk in with the staff open the door for us to the time we check out. The front desk staff Louis was very helpful and polite. Amenities in the room, hot spring to the spa are provided everything we needed including the dryer for the swimsuit. Private hot springs tub was Great for us who walk all day long and want to have late night hot springs experience. The hotel welcome with afternoons delivered to room. Breakfast with large variety or Japanese and ********* cuisine. Great location, near the train station and next to free public hot spring reserve

1. The hotel is new, the surroundings are quiet, and parking is convenient. 2. The room is clean with excellent natural light, and you can see Guishan Island in the distance from the balcony. 3. They offer a thoughtful snack service, so you don't have to worry about getting hungry late at night. 4. The breakfast selection is diverse and plentiful. 5. I would definitely come back again; it was a great stay.

Except for the location amd pillows, everything was good! Location wise - Quite in to the middle seems like no where. They do provide shuttle service to & fro to the nearest Xin Beitou station 9am - 9pm. Pillows were too flat even though they provided us with a total of 4. Stacked it up but was still flat. Im like literally sleeping on nothing. My partner's neck was crying for help. Pillows can be improved. Room was decently clean. Had a good soak with our private in room hot spring water tub. Toilet and shower room were seperated. Water pressure for shower was ok. Can be stronger. Aircon was ok for all sorts of adjustments. No amenities provided unless you wanna purchase from them through the reception counter (we brought our own) Breakfast was decently good spread surprisingly! Staff were friendly and patient. Overall stay 👍🏻!

The room was huge, the facilities were great, and the staff were friendly. The location was very convenient, within walking distance and very close to the LRT, while the environment was quiet and peaceful. There were also small handicraft activities and a mini theatre available in the basement. I did not have the chance to visit the public hot spring, but the private hot spring included in the room was already more than sufficient. I also loved the AI device for playing music and the smart home control panel for the lights and air-conditioning, which made everything very easy to manage. The room was clean and well maintained, and the overall stay felt very comfortable and relaxing. Overall, it was a very enjoyable stay with great facilities and thoughtful in-room features. The view was around 7/10 — not particularly spectacular as I stayed on a lower floor, but still decent as it felt open and unobstructed. I especially loved the hot spring, walk-in wardrobe, and dressing table with the large mirror. It was also very suitable for a solo trip — spacious, peaceful, and easy to enjoy at my own pace. Nonetheless, it is definitely suitable for all types of travellers. (My family actually commented that it was too big for 1 person, but I was more than happy with it.) Suggestion: It would be great to have a smart TV with YouTube or other streaming options, rather than only local channels. Feedback: The smart control system panel also did not seem to sync properly with the AI control, as it did not respond after commands were given.