Higashiyama Niseko Village, a Ritz-Carlton Reserve

The most pathetic way how a manager of a Ritz-Carlton brand can treat its mariott bonvoy gold members. Mrs Yolande Hu, who is the manager of the hotel, is a very arrogant and ignorant manager. I wonder how she is even a hotel manager. She is not at all welcoming to hotel guests. Ignores the hotel guests as if they don't mean anything as clients of the hotel. The hotel check-in process is so casual that they have all junior staff working at the reception who are not aware of how to follow the process and are completely lost. There is no proper briefing by the reception staff about the room, and the manager seems least bothered about improving her staff's service. They are not very clear about their hotel policy and do not communicate transparently to you during your check in and check out process. so be very careful as the manager is least bothered about customer satisfaction.

The food quality at Yukibana, their only restaurant other than the sushi restaurant, was genuinely appalling. Overpriced and very poor. The ceviche tasted worse than ones in Europe and the pasta tastes like its made with 5 dollar store bought pasta sauce with some added huge slices of vegetables. Genuinely would not recommend this hotel and the restaurants

Truly enjoyed my experience at this property and what made it more special was the hospitality of the staff , in particular Genesis and Phoebe. The sushi chef and dinner was also very special, could not fault anything. With the visit being off peak, I was also lucky to have the Onsen to myself whilst it was raining.

Clean, rooms were excellent

Very kind staff and peaceful location. Property is beautiful and right on the slopes with private Reserve gondola.

I am a long-time Ritz-Carlton Ambassador member who has stayed at many of their finest properties around the world. Choosing the Ritz-Carlton Reserve Niseko (Higashiyama Niseko Village) for my son’s birthday was the biggest mistake I have ever made in luxury travel. This experience was not just disappointing — it was a complete and utter disgrace.

I had specifically informed the hotel in advance about my son’s birthday. Their response? A pathetic piece of cake delivered the day before (a basic cultural mistake no real luxury hotel should ever make) and **nothing** on the actual day. No card, no congratulations, no acknowledgment from any staff member. I was deeply embarrassed watching my son sit there with zero recognition on his special day.

The breakfast was equally shocking — it looked and tasted like something from a low-end 3-star hotel. Absolutely unacceptable for a property carrying the Ritz-Carlton name.

I immediately contacted my Personal Ambassador because I refused to deal with the hotel directly after this humiliation. The Ambassadors (Edward and Kit) were polite and tried to help, but the hotel itself had **multiple clear opportunities** throughout the day to make things right and show real goodwill. They chose to do nothing meaningful.

Instead, they called my wife (I refused to speak to them) and offered a simple room upgrade as “compensation” for ruining my son’s birthday and serving terrible food. That was nothing short of insulting. Later they offered a refund for unused nights, calling it a “special exception” — as if basic accountability is some kind of favor.

What disgusted me most was the **complete cowardice of the General Manager**. He never once contacted me personally. Not a phone call, not a visit to our room, not even a direct email. A true luxury leader would have taken ownership immediately. Instead, he hid behind his staff and the Marriott Ambassador team like a coward.

Because of their incompetence, Park Hyatt Niseko was already fully booked. We had no choice but to cancel the rest of our holiday and leave early. This was supposed to be a joyful family celebration. Instead, it became the single worst experience of my entire travel life.

This property does **not** deserve the Ritz-Carlton brand, and certainly not the “Reserve” title. It is trading on reputation it has not earned and clearly cannot deliver.

**Stay far away.** Save your money and your memories. This hotel is a fraud.

**1/5 – 最悪の汚点 – これはリッツ・カールトン・リザーブではありません。ラグジュアリーフラウドです。**

私は長年リッツ・カールトンのアンバサダーメンバーとして、世界中の多くの最高級プロパティに宿泊してきました。息子の誕生日を祝うために選んだリッツ・カールトン・リザーブニセコ（ヒガシヤマ ニセコ ビレッジ）は、私のラグジュアリー旅行人生で最大の過ちでした。この体験は「失望」などというレベルではなく、完全なる恥辱でした。

事前にホテルへ息子の誕生日であることをしっかり伝えていました。返ってきた対応は？前日に届いた哀れなケーキ一つだけ（西洋文化ではありえない基本的なミスで、真のラグジュアリーホテルなら絶対に犯さないはずです）。当日は一切何もなし。カードも、スタッフからの「おめでとう」も、一切の気遣いもありませんでした。息子が特別な日に何の祝福も受けられない姿を見て、私は深く恥ずかしく、情けなくなりました。

朝食も信じられないレベルでした。3つ星以下の安っぽいビジネスホテル並み。リッツ・カールトンの名を冠するホテルとは到底思えない内容でした。

この屈辱の後、私はホテルと直接話すのを拒否し、すぐにパーソナルアンバサダーに連絡しました。アンバサダー（エドワード氏とキット氏）は丁寧に対応してくれましたが、ホテル側は1日を通して**何度も誠意を見せるチャンス**がありました。それをすべて無駄にし、何の適切な対応もしてきませんでした。

代わりに妻に電話をかけてきて「部屋のアップグレード」を提案してきました。息子の誕生日を台無しにし、ひどい朝食を出したことへの「補償」として。それがあまりにも侮辱的でした。後になって未使用分の返金を持ち出しましたが、「特別な例外」と呼ぶなど、基本的な責任すら認めていない態度に怒りが込み上げました。

最も腹立たしかったのは、**ゼネラルマネージャーの完全な臆病さ**です。彼は一度も私に直接連絡してきませんでした。電話一本、部屋訪問一回、直接のメールすらありませんでした。本物のラグジュアリーホテルのリーダーなら、即座に責任を取って顔を出すはずです。しかし彼はスタッフとアンバサダーの後ろに隠れ、卑怯に振る舞いました。

彼らの無能のせいで、パークハイアットニセコも満室になっていました。私たちは仕方なく残りの滞在をキャンセルし、その日の午後にチェックアウトせざるを得ませんでした。これは家族の喜ばしい記念日のはずでした。しかし結果は、私の旅行人生で最悪の汚点となりました。

このホテルはリッツ・カールトンのブランドに値せず、「リザーブ」の称号など論外です。稼いだことのない評判にただただ寄りかかっているだけです。

**絶対に近づかないでください。**
お金と大切な思い出を無駄にしたくないなら、このホテルは避けるべきです。完全に詐欺的な存在です。

Food very good , room very beautiful

I am writing to share my feedback regarding my recent stay at Higashiyama Niseko Village, a Ritz-Carlton Reserve. Unfortunately, this stay left me extremely disappointed and fell significantly below the standards I associate with The Ritz-Carlton brand.

I am a Marriott Bonvoy Ambassador Elite member and a long-time loyal guest of The Ritz-Carlton. To date, I have stayed at 36 Ritz-Carlton properties worldwide, including 4 Ritz-Carlton Reserves. Regrettably, this was by far the weakest Ritz-Carlton experience I have encountered.

Overall Impression
The entire stay felt disorganized and unrefined, more like a newly opened property or a poorly coordinated operation rather than a luxury resort in Japan. The level of attentiveness, detail, and service culture did not reflect either Japanese hospitality standards or the Ritz-Carlton Reserve brand promise.

態度親切

World class hospitality. Classy design. Privacy.

We just had a great stay at the Higashiyama Niseko Village over the New Year holiday, and we left feeling blissfully pampered at this luxury property. To be sure, this hotel isn't a mega-resort, nor does it bill itself as one. Instead, you will find a quiet haven, away from the bustle of Hirafu and with white-glove service. We have to compliment Genesis in particular, who ensured that our stay lacked for nothing, and who made us feel cared for every day. We also marveled at the courteousness and efficiency of the housekeeping staff, who kept our suite spotless and tidy in a completely seamless way.

Also of note: although the hotel itself has limited dining options due to its boutique size, the Niseko-Yo village is just a 5-minute walk away, including a covered "magic carpet" lift system to take you uphill. There, you will find at least a dozen dining (and shopping) options, including Japanese, Chinese, pizza, desserts, and more.

In short, if you are looking for a lively apres scene, or the amenities of a large resort, the Higashiyama may not be the place for you. But for real boutique luxury experience with warm and personalized service, this hotel punches way above its weight.

Service was exceptional from arrival to departure. The shuttle transfer from Kutchan Station, check-in (kindly assisted by Ally from Malaysia), and the personalised tour of the hotel and room were all handled with great attention to detail. The staff were consistently professional, warm, and attentive throughout our stay.

The ski-in/ski-out access is a major highlight, with on-site ski equipment rental, private lockers, and well-organised ski lessons, making the overall experience very seamless and convenient.

Niseko-Yo Village is just a short walk away, offering a good selection of dining options and a pharmacy for daily essentials.

The public onsen was serene and uncrowded. While the outdoor onsen has a somewhat limited view, the in-room private onsen more than made up for it with a beautiful Mt. Yotei view, which I truly enjoyed.