Higashiyama Niseko Village, A Ritz-Carlton Reserve

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。

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.

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.

FABULOUS STAY AT RITZ CARLTON RESERVE NISEKO - HOKKAIDO As a “Titanium Elite Member” I can highly recommend this RCR as a perfect stay for those who enjoy pure relaxation through harmonious combinations of extra luxury & exquisite service, superb rooms & boutique facilities, unobstructed views of mount Yotei and purity of nature with lots fresh air! This RCR is a10/10 mainly because of its Team, lead by the Hotel Manager Ms. Yolanda H., who was always around to say hello and assist, wonderful. The Duty Manager Mr. Genesis S. was our assigned contact at the Reserve upon check-in and he indeed took care of us basically 24/7 … he is a fantastic host and extremely knowledgeable about the local areas and also assisted us greatly for our day-outings including a trip to Sapporo. The restaurant & bar team was likewise amazing and a special thank-you to Mr.Rajitha, Ms.Rezel, Mr.Nut but also to all the other wonderful employees including the Chef (sorry forgot his name but I think he was from Malaysia) who came out to our table to assist with some of our special requests and all his food came out absolutely delicious and beautifully presented! We ate across the menu and we were very impressed with specifically the Hokkaido Wagyu Tenderloin, Hokkaido Scallops, Cod Fish and the Hokkaido Pork Chop plus the most amazing Hokkaido Mushroom Soup! Mr.Rajitha who is the Head Bartender made some good wine recommendations and delicious Cocktails (Apero Spritz) plus very “strong & great” Burbon-Coke-Mix and most importantly he was an absolute charming host with enjoyable chit-chats! Housekeeping was likewise outstanding and a a special thanks to Ms.Beau and Ms.Guitar; they made-up the rooms and “turned-them-down” in a swift manner and often without even seeing them. We went for breakfast and when we came back an hour later the rooms were cleaned & re-stocked to perfection. The beds are fantastically comfy and the linen, as well as amenities of extra luxury quality. The highlight is the oversized hot-tub facing mount Yotei! The complimentary minibar and Coffee machine with premium coffee was another nice touch! We will be back and we can highly recommend this RCR!!!

During my 10-day trip to Hokkaido, the highlight was our stay at the Ritz Carlton Reserve in Niseko for my partner's birthday. The service was impeccable; staff greeted us promptly, assisted with luggage, and offered valet parking. Check-in was comfortable, with attentive staff who spoke fluent English. Upon entering our room, we were welcomed with a towel sculpture birthday cake and a stunning view. The mini bar was well-stocked with complimentary drinks, including a bottle of wine and local cookies from Furuta Farm. The bathroom featured a large bathtub with a nice view, but it was not a hot spring, and cleanliness could be improved in some areas. For dinner, we enjoyed delicious fusion cuisine at Yukibana, where the staff surprised us with a birthday cake. As titanium members, we received a discount, making the meal great value. The hotel offers both indoor and outdoor hot springs, which were relaxing, especially since I had the public one to myself. The direct access to the ski slopes via the hotel gondola was a major perk, and we had a fantastic time snowmobiling, arranged by the hotel. Overall, I was very satisfied with our stay. While there were minor cleanliness issues, the exceptional service and amenities made it a memorable experience.