Tama No Yu

"We used public transportation and requested a shuttle to Togura Station. We arrived 6-7 minutes early. While other inns' shuttles waited for the train before the scheduled arrival, ours arrived a little after the scheduled time. It was a very cold, windy, and rainy day, leaving us alone at the station. It would have been fine if the person who came to pick us up had simply said, "Sorry for keeping you waiting in the cold," even if it was just a lie. Instead, they simply said, "Please, Mr./Ms. XX," which was disappointing. Even when I told them I'd carry my own luggage, they brushed my hand aside and touched my luggage without permission, which was extremely unpleasant. Even at cheaper inns, I've never experienced someone arriving a little late to the scheduled time or touching my luggage without permission (brushing my hand away was out of the question). Furthermore, waiting for check-in in the cold, windy, and rainy weather was unpleasant, especially since I was chilled and just wanted to warm up in my room. Not everyone enjoys welcome drinks and sweets, so I think professional customer service would be better if they could understand what the guest wants, let them into their room first, and then decide on the hotel and meal times later. If they're going to make them wait, they could provide them with a blanket or show them closer to the heater. Treating everyone the same doesn't seem worth the price. The only saving grace is that the room and the in-room hot spring were the best I've ever experienced. The furniture and layout were tasteful, and the refurbishment was excellent. I think the shuttle service could be improved. It's unacceptable. Pushing away guests' hands is also unacceptable."