Mercure Nagano Matsushiro Resort & Spa

We stayed as a family and had an absolutely wonderful experience. The staff were exceptionally warm, attentive, and genuinely welcoming, which made our stay very memorable. Check-in: Despite the hotel hosting several tour groups, check-in was smooth and efficient, with almost no waiting. The staff was polite and helpful, and the manager kindly accommodated us when we arrived late due to getting lost on the mountain. The kids’ play area near the front desk, with a slide, blocks, and dolls, was a thoughtful touch — our 2-year-old loved playing there. The Halloween decorations throughout the hotel were charming and added a festive, fun atmosphere. Restaurant: The restaurant is spacious, divided into two areas. On the first evening, some buffet stations were a bit far, and kids’ meals were in a separate area, but the next morning we enjoyed the reserved member-only tables, which made the experience excellent. Staff quickly provided a high chair and child-friendly utensils. The buffet offered delightful items like spare ribs and Shine Muscat grapes, which were a pleasant surprise. Breakfast options were slightly limited; adding more made-to-order items like omelets or French toast would make it perfect. Room: Thanks to a generous member upgrade, we stayed in a high-floor corner room. It was spacious, quiet, and very comfortable, with wonderful mountain views. Our child had plenty of space to play, and the room felt cozy and welcoming. Onsen: The onsen was crowded the first night due to tour groups, but the next morning we were able to enjoy it peacefully. Both indoor and outdoor baths were available, and the child-friendly facilities made it easy to relax with our little one. Other: While we couldn’t use the lounge due to our child’s sleep schedule, the hotel clearly pays attention to small details. There are three elevators, which are sufficient most of the time, and each floor has free water — a very thoughtful touch. Overall, this hotel is extremely family-friendly, and the staff’s hospitality and attention to detail were outstanding. We would highly recommend it to anyone traveling with children, and we look forward to returning on a sunny day to fully enjoy the onsen, lounge, and beautiful surroundings.

Bit out of main nagano but has free shuttle bus into town, staff couldn't do enough for us, 3pm till 6 pm free beer then 9 till 11pm night cap free spirits, breakfast buffet was awesome, dinner buffet try atheist once not bad we stayed for nearly 2 weeks as loved exploring the nagano and surrounding areas rooms were big bit dated but comfy, even though 30 min shuttle ride out of town we made it work will def stay there again oh and shower and water pressure hot air con. Little shit but was raining oh and try the wasabe cheese

Generous tasty restaurant buffet for breakfast and dinner, powerful shower, nice staff and fellow travellers. The building itself is due a refresh - we may have been allocated an old room on an old floor due to late booking - irrespective an interesting time capsule to another time. Away from the modern town, with a free shuttle bus. Onsen is gender segregated - no swim suits allowed.

Reception was unfriendly. Bad first impression, especially since we approached the receptionist with a smile. We don’t expect special treatment, but at least be hospitable—we’re customers coming to check into a hotel. If the staff doesn’t like interacting with guests, then maybe choose a different occupation? Nobody is forcing them to do this job. No smile, no greeting, just an unhappy expression asking “do you have a booking?”. And then for the rest of the interaction, the staff just spoke only to my female companion and completely treated me as invisible. Have I offended the staff with my mere existence? Am I not an equal guest? Ridiculous. I don’t know if this is a reflection of greater sentiments around tourist resentment, but if you’re working in the hospitality industry, then do you only expect to serve local tourists? Rooms are old and dated. No saving grace there. Location is also far from city centre. You’d think with these disadvantages for a hotel, you’d want to ensure impeccable service to make up for it. Alas, there’s a reason why 4-stars exist. Will not recommend, will not return. 1/5. I’d give negative if I could.