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"The view from our room was stunning and location is very convenient. We loved the japanese style room. We had the Kadan Suite with balcony (or so I thought). Based on the photos on the website, this is what we had. A bit confusing because we still had to have our Kaiseki meal in the restaurant. The website indicates only Annex Senshin and Meigetsu are served in the restaurant, but we were told ours was as well. Additionally, their facilities guide needs to be updated on their website. Club AI apparently does not exist anymore. The staff that greeted us upon arrival were friendly, but she only spoke and looked at my partner the entire time when explaining the facilities. Despite booking the room myself, I felt ignored and excluded. Even when asking a question, I was dismissed quickly. I found it odd. They also take quite some time to respond on expedia prior to arrival, but I am not sure if that is an app problem. The food was delicious. The server we had the first night was amazing. She explained each dish without looking at the menu and her service was consistent. She was very attentive. The other servers were just OK. They didn't explain the dishes as well and sometimes had to look at the menu. The inconsistencies were visible despite the food being delicious. Overall for the price, I would expect a higher level of service or at least a consistent one. For our next trip to Hakone, we will be trying another place."