新雪谷村日之出山希爾頓 Curio 精選系列飯店

As a Hilton Diamond member I am very disappointed by the level of customer service provided by a hotel that brands themselves as “Small Luxury Hotel”. The reception staff are mostly young and inexperienced, certainly not trained up to an acceptable level of Japanese and luxury hospitality. We booked with Hilton Honors points and, despite the Hilton Honors redemptions terms clearly stating that all taxes are included, they still charged some fees and taxes, which I am not disputing are not legitimate, but this was not shown when making the reservation. They refused to refund and said it’s Hilton’s/SLH fault. Reception staff also mentioned that in fact Hinode Hills isn’t part of the SLH chain which is baffling as they had a big plate showing the SLH logo in the lobby. Breakfast was very limited and quality wasn’t up the standards of a luxury hotel. The only good point is the cleanliness of the room, which was spotless. Next time I will be back, I will definitely choose a more reputable hotel such as the Hilton or the Ritz.