Hotel Indigo Hakone Gora

Hotel Indigo Hakone Gora was one of the highlights of our Japan trip. The hotel is stunning, with a luxurious yet relaxed atmosphere that made it the perfect place to unwind. We stayed in a room with a private onsen overlooking the river, and visiting during cherry blossom season made the view even more spectacular. Soaking in the hot spring while looking out at the cherry blossoms and listening to the gentle sound of the flowing river was unforgettable. The restaurant was another standout. Every meal was absolutely delicious, and the staff were incredibly friendly, attentive, and welcoming. Dining there was a wonderful experience each time. Every member of staff throughout the hotel was warm, professional, and genuinely helpful. We also appreciated the free onsite parking and the lovely location, which made it easy to enjoy peaceful walks along the river. Our room was beautifully appointed and wonderfully quiet, with the only sound being the gentle rushing of the river outside. We absolutely loved our stay and would not hesitate to return. If you’re visiting Hakone, I highly recommend booking a riverside room, especially during cherry blossom season. It is truly something special.

We are currently staying at Hotel Indigo Hakone and have had a mixed experience. The hotel itself is beautiful, the rooms are spacious and very comfortable, and the beds are excellent. The room service team has been outstanding—warm, responsive, and efficient. The food has been good overall, and the dinner staff were friendly and welcoming. Our arrival experience, however, was disappointing. We had informed the hotel in advance that we would be arriving early and traveling with elderly parents. While I understand that early check-in cannot always be guaranteed, the front desk experience felt cold and unwelcoming. The staff member did explain the policies and room availability, but there was very little warmth or empathy in the interaction. After a long journey, a more welcoming approach would have made a big difference. There was also confusion regarding lunch. We had indicated in advance that we planned to have lunch at the hotel, but were not informed that the riverside restaurant would not be open. We ended up dining in the lounge area instead. Better communication would have been appreciated. The most disappointing part of our stay was breakfast. When I asked Ryutaro at the coffee station whether oat milk was available, he responded, “We only have milk,” in a curt and dismissive manner. The issue was not the lack of oat milk but the attitude and expression with which the response was delivered. It made me feel uncomfortable and completely spoiled the breakfast experience for me, to the point that I decided not to order a coffee at all. What made this stand out even more was that the breakfast servers and chefs were warm, smiling, and welcoming. Their hospitality reflected the experience I had hoped to receive throughout the hotel. I also found the staff generally difficult to approach when I had questions about the thermal water facilities and other aspects of the property. In addition, there is visible construction activity around parts of the hotel that guests should be aware of. Overall, Hotel Indigo Hakone has many strengths: a beautiful setting, comfortable rooms, good food, and an excellent room service team. However, the service lacked the warmth and hospitality that I would normally expect from an IHG property, and that ultimately affected our overall experience.

This hotel was honestly heavenly. So peaceful, staff was so kind. The aesthetic of the room is clearly meant to evoke a blend between modern/contemporary design and tradition. Loved it. Tub in room overlooking river was amazing. I know the hotel has no control over the construction across the river. It was a slight eyesore, but who cares. The thermal spa was amazing!! My husband and I hung out there soo much. So relaxing. The breakfast AND the dinner were delicious. The staff was very thoughtful and made sure to make us feel special and seen as we celebrated our honeymoon in Japan. I loved the robes in the room too. I love this hotel!