TWIN-LINE HOTEL KARUIZAWA JAPAN

事前の確認でチェックイン時間前から車を置けると言われた為、荷物を預ける為に訪れると誰も居ない。フロントへ行き 車を何処に置けばいいか聞くと駐車場係が居るはずだと言われたので、居ない旨を伝えるとフロントの方が駐車場に来る。荷物を預け散策へ向か... Read more 事前の確認でチェックイン時間前から車を置けると言われた為、荷物を預ける為に訪れると誰も居ない。フロントへ行き 車を何処に置けばいいか聞くと駐車場係が居るはずだと言われたので、居ない旨を伝えるとフロントの方が駐車場に来る。荷物を預け散策へ向かう時「いってらっしゃい」等の声掛けもなく疑問を感じながら散策へ。 チェックイン時に「おかえりなさい」等の声掛けなく。 夕食・朝食の時間や場所の説明なく、カードキーを渡されて終わり。 とりあえず夕食時間になった為フロントへ向かい夕食会場のレストランへ案内される。 現在のライフスタイルに合わない「密」が勢揃いの場所で言葉を失う。せめて席の間隔を広げるかパーテーションで区切る等は必要なのでは？と言うような疑問が沸々と…そう言えば手指の消毒も要所に設置されていない… 夕食やワイン等は好みの問題だが美味しく頂きました。 ただ、最後の品が出て来た時間が21:45分。食べ終えたのが22時過ぎ…さすがにキツい。 ここで朝食の案内をされるかと思ったが無い為、部屋から電話で確認。 朝食は自分の好きなメインを選べた為、リゾットを注文。注文後30秒もしないうちに「リゾットでしたっけ？」と再確認に来る。忘れてしまう事は仕方ないが、そもそもサービスを受ける側で友達じゃないので言葉遣いを正して頂きたい。リゾットが届いてビックリな漆黒。届いてから知ったがイカ墨のリゾットだとの事。せめて写真かイカ墨の文字は書いてほしい。 チェックアウトは機械を操作して自分で行う。機械と通路の間隔が少し狭かったが、こちらが機械を操作しているにも関わらず従業員が真後ろでタブレット端末を下を向きながらずっと操作している状態。事務作業も大事だと思うが、せめて客の居ない通路でやってほしい。 チェックアウトの操作が終わりホテルから出る際もタブレット端末を操作していて挨拶ない。 駐車場へ行くとまたもや係の従業員は不在。声を掛けてようやく来るが、それはそれは無愛想な方。「お待たせしました」等の声掛けなく駐車場の操作を始める。 ここまでくるとこちらも慣れて失笑。 自ら宿泊しないと良し悪しは分からないし、否定的な見解は控えたいが、それでも今思えばよく我慢したと自分を褒めたい。 「サービス」とは？ もう二度と伺いません。が、他客の参考になればと思い書かせて頂きました。

I was told by prior confirmation that I could leave my car before check-in time, so when I visited to check in my luggage, no one was there. When I went to the front desk and asked where I should put my car, I was told that there should be a parking clerk, so when I told him that I was not there, the front desk came to the parking lot. When I left my luggage and went for a walk, I felt doubts and went on a walk without calling out to me. Don't say "Welcome back" at check-in. I was given a card key and finished without explaining the time and place for dinner and breakfast. Since it was dinner time, I went to the front desk and was guided to the restaurant at the dinner venue. Words are lost in a place where "tightness", which does not match the current lifestyle, gathers together. Is it necessary to at least widen the seats or partition them? There is a question like this... If you say so, disinfection of your fingers is not installed in the key place... Dinner and wine were delicious, but they were delicious. However, the last product came out at 21:45 minutes. I finished eating after 22:00...it was really hard. I didn't think I would be informed about breakfast here, so I confirmed by phone from the room. I ordered the risotto because I could choose my favorite main breakfast. Within 30 seconds of ordering, I reconfirmed that it was a risotto? I can't help forgetting it, but I'm not a friend on the service receiving side of the service, so please correct your language. The jet black that surprised the risotto. After receiving it, I heard that it was a squid ink risotto. At least I want you to write a photo or squid ink letters. Check out yourself by operating the machine. The distance between the machine and the aisle was a little narrow, but the employee is operating the machine directly behind him, while he is operating the machine, while he is facing the tablet terminal. I think that clerical work is also important, but I would like you to do it at least in the aisles where there are no customers. Even after leaving the hotel after checking out, he is operating the tablet terminal and does not say hello. When I went to the parking lot, there was no employee in charge again. He finally comes to me, but it's a ruthless person. Start operating the parking lot without saying "I'm sorry to have kept you waiting". At this point, I got used to it and laughed. I don't know what is good or bad if I don't stay by myself, and I want to refrain from negative opinions, but I still want to praise myself for being patient. What is a "service"? I will never ask you again. However, I thought that it would be helpful for other customers.

Read in English Original Text

全てにおいて段取りが非常に悪い。従業員教育が全く出来ていない。接客マナーが基本的なことすら出来ていない。チェックインでは、ドリンクもなかなか出ず、なぜ待たされているかの説明もない。お客様に対する挨拶や配慮もまともに出来ない。夕食では、予め時... Read more 全てにおいて段取りが非常に悪い。従業員教育が全く出来ていない。接客マナーが基本的なことすら出来ていない。チェックインでは、ドリンクもなかなか出ず、なぜ待たされているかの説明もない。お客様に対する挨拶や配慮もまともに出来ない。夕食では、予め時間を聞かれていたのに、席についても水やドリンクメニューも出してもらえず、10分近くか放置され、ドリンクメニューは催促して出される始末。多々の間違いをしても、謝罪は適当。どちらのオーダーか聞かずに勝手に置く。水を注ぎに来ても黙って入れて黙っておく。デザートを出して数分経ってもコーヒーは来ない。しかも忙しそうではない。料理の味はまあまあですが、外食等でこんなに接客が不愉快なのは始めてです。施設はオープンしたばかりなので、当然綺麗です。立地も申し分ありません。ですが、お勧めできません。

The setup is very bad in all. Employee education is not done at all. Even the basics of customer service etiquette cannot be done. At check-in, drinks are hard to come by, and there is no explanation of why you are waiting. I can't do greetings or consideration to customers. For dinner, I was asked for the time in advance, but I could not get water or drink menu for seats, I was left for about 10 minutes, and the drink menu was urged. Even if you make a lot of mistakes, an apology is appropriate. Put it on your own without asking which order. Even if you come to pour water, put it in silently and keep it silent. Coffee does not come even after a few minutes have passed since the dessert was served. Moreover, it doesn't seem to be busy. The taste of the food is OK, but this is the first time I've been so uncomfortable with customers when eating out. The facility has just opened, so it's naturally beautiful. The location is perfect. However, it is not recommended.

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