I provide my scores purely based on value for money compared to experiences in other hotels, so whilst I appreciate this is a nice place, they have a long way to go to justify the cost of a stay. The hotel is quite a distance away from anything, they do have some great facilities onsite, (which I notice they keep pushing by responding to various reviews on different review sites). I think that people who want to travel to this area want to see Hakone, Fuji and not spend their days using the facilities of a hotel, so whilst they are nice to have and use, people are not coming to this destination for this reason, the hotel could do well in offering shuttle services to various places in hakone and Fuji and not just the nearest train station (in the summer months they do not offer a shuttle to odawara). While I stayed most of the facilities also seemed to be limited. Yet in the lobby there are signs to promote them as wanting to be the number 1 spa and resort destination in the region, they have a long way to go. My first reaction when arriving (after a 4k yen taxi ride from odawara as their shuttle was not running from odawara due to season, I did email to check this but received no response) I could have taken a train from odawara to the next train station closest to them and then caught the shuttle, but this was not explained, anyway ... so my first thought was wow as I rolled up and entered reception, perched in the hills and quite grand building, it is about 20 meters from the front door to the check in desk and I counted no less than 8 people saying welcome, yet no request to take my luggage etc .. literally just a number of people saying welcome ... annoying..... sometimes an effort to over service can be frustrating not a pleasure. I then arrived at check in, and arduous process, where the lady checking me in kept showing me all the rooms on an ipad and told me I was in a smoking room .. I said no .. (I had booked through booking.
The view from the room was lovely, the hydro pools and onsite onsens a great way to refresh after a hot and humid day, but go as soon as you can as they close quite early, most of the rooms are also now newly refurbished, so really fresh