Mercure Nagano Matsushiro Resort & Spa

Our family stayed there for 3 days. The room is very clean and tidy; room rate is very reasonable. Restaurant is stylish and has a wide range of foods and drinks, breakfast was really delicious and healthy, both western and Japanese food are available. Avail your table number at the counter. Onsen is also stylish, lockers are spacious, you can leave your luggage with security keys. You can stay in the lobby-common resting area with unlimited drinks and snacks. Over-all, we have great experienced in Mercure Hotel.

The hotel has the most amazing spa facilities. We really enjoyed the experience. Amazing breakfast (Japanese food mainly) but great experience. The rooms were a little bit old but the beds were very comfortable and we had the best sleep.

A Disappointing Stay at Mercure Nagano Matsushiro Resort and Spa My recent two-night stay at the Mercure Nagano Matsushiro Resort and Spa, from August 8-10, 2025, left me feeling incredibly disappointed and let down, especially considering the hotel's affiliation with the Accor brand. While the location offers beautiful surroundings, the overall experience fell far short of what I expect from a 4-star resort. The hotel's location is a definite plus. It's conveniently situated about 10 kilometers from the Nagano Shinkansen station, and the surrounding area is stunning, with beautiful mountains and nature all around. The best part of the stay was, without a doubt, the sauna and public bath. This area was amazing—clean, well-maintained, and a truly relaxing experience. However, the positive aspects end there. The rooms are in desperate need of renovation. For a 2025 hotel stay, the quality was severely lacking and didn't meet the current standards of the Accor chain. The bed was uncomfortable, and the general state of the room felt dated and depressing. The online pictures are a complete misrepresentation of the reality, and I felt catfished by the disparity. Inside the hotel, you can feel that it needs serious repairs and maintenance. My frustration was compounded by the lounge service from 9-11 PM, for which I paid an additional ¥9,000 for two nights. This was, without question, the worst lounge experience I have ever had at a 4-star hotel. Despite being in Nagano—the site of the 1998 Winter Olympics—the bar was shockingly ill-equipped. There were hard drinks available, but no basic mixers like soda or tonic water, and no garnishes like lime or lemon. The queue for drinks was excessively long due to a lack of proper management and staffing. The "finger foods" consisted of what looked like store-bought snacks, and there was no music or inviting atmosphere. The absence of even water bottles for guests felt like a cynical cost-cutting measure disguised as a move towards sustainability. Adding to the frustration was the hotel's strict 3:00 PM check-in policy. Despite arriving earlier, I was not allowed to check in, which felt inflexible and unwelcoming. For a total of ¥50,000 for two nights, plus the additional lounge fee, I feel cheated and deeply regret my decision to stay here. The lack of efficient, warm service and the overall poor quality of the facilities made the experience feel worse than what you'd find at a 2-star hotel in a developing country. It seems that large hotel chains, including Accor, are prioritizing expansion over the fundamental aspects of hospitality. I sincerely hope that the management takes this feedback seriously and makes the necessary upgrades to both the service and the property.

Needs an upgrade desperately ... apart from the restaurant ... the rest are just OLD, mildew smell in the hallway of our floor, and falling behind the rest of the world ... let's start with the reception. A big hotel, perfect for groups or individual travellers with their own transportation. The location is about 30 mnt from Nagano city centre, and Nagano train station, out in the middle of nowhere. There are no other facilities around the hotel, apart from some small shops; a hairdresser, a chemist (can't see a restaurant), a nursery, a gift shop warehouse, and two big supermarkets within a walking distance, where you can buy some simple Japanese food and eat in their dining area, there's a microwave too. If you want to be mobile, not just staying in the hotel, you will need some sort of transportation; public busses, taxi, hire a car, ... or use the hotel shuttle service every hour between 09:00 to 17:30 from Nagano Station. At check-in, most staff can't speak English ... Mercure is a 4-star hotel, an international brand, and struggling with English to communicate with the patrons, using apps/mobile phones to cummunicate, thank you for technology, and that's okay. They are polite and helpful. It's attraction is their Onsen (public hot spring, male and female) and maybe the restaurant. It's a big restaurant, offering buffet breakfast and dinner. The buffet dinner is good for ¥8,000/person, especially if you are an Accor member, 50% discount. Good array of delicious food; mostly Japanese, some International, and Indian dishes. Lots of non-alholic drinks, and also free flow alcohol; wines, sake, hard liquor, etc, it's not the best, but adequate, perfect for groups, and there are many last night, judging by the busses in the parking lot. They have 4 sessions for dinner and breakfast to cater to these groups. Excellent service, they are polite and working tirelessly within those 4 sessions; replenishing buffet counters, cleaning those dumping trolleys, and servicing herds of loud people at every session. Some patrons must be very hungry, they jammed up, pushed around at the buffet counters, and some even screamed to each other from across the room. Relax, you have 1,5 hours to enjoy ... The restaurant staff are simply amazing ... On the Onsen, we found out that there's no towels provided in the onsen, including the little face towels to use within the public onsen. So, we went to the reception, there's one very rude receptionist, an Indian subcontinent woman decend wearing a face mask, Minu ... speaks good English and Japanese, but she doesn't have the demeanour, finesse, or politeness ... can we get extra towels for the Onsen please? ... she said to use the ones in the bedroom to my wife??? So, I called from the room, and she said she never saw my wife, and you have to come to the reception and get the extra towels and pay extra, so we did. You can either use your own towels from the bedroom or pay ¥200 at the reception for a spare one, strange, and we are okay to pay extra, just added to the bill, but tell us upfront. There are only two bath towels and hand towels in the bedroom, no face wash. Why so limited? Are there patrons stealing towels? I do not see us coming back to this hotel, even if the restaurant serves good buffet food, especially at my Accor members rate of ¥4000/person, however, thank you to the pleasant, friendly, and hard-working team of staff at the buffet venue and other parts of the hotel, thank you.