长野松代美居温泉度假酒店 4 星

Thank you very much for staying at Mercure Nagano Matsushiro Resort & Spa and for taking the time to share your detailed feedback. We sincerely apologize that your stay did not meet your expectations and that you felt compelled to check out earlier than planned. We are truly sorry for the lack of clear communication during check-in, particularly regarding how to use the restaurant services (advance reservation requirements, payment procedures, and seating flow) and the availability of our shuttle bus to the station. This resulted in confusion and inconvenience, and we take this as a serious issue in our service guidance. We also deeply regret that the condition of your room did not meet expected standards, including cleanliness concerns, the condition of the futon, and the overall maintenance of older facilities. Your comments regarding hygiene and upkeep are especially concerning, and we will immediately review our cleaning procedures, inspection processes, and facility management standards. Regarding the dining experience, we are sorry that both dinner and breakfast did not meet your expectations in terms of quality and value. Your suggestion to improve food quality—even if it means reducing variety—is valuable and will be shared with our culinary team for serious consideration. We also sincerely apologize for the lack of proper guidance from our staff, including transportation information and general explanations during your stay. We recognize the need to strengthen staff training and ensure more consistent and accurate communication. All of your comments have been shared with the relevant departments as important feedback for immediate improvement. We sincerely regret that your experience did not reflect the level of hospitality we aim to provide, and we appreciate you taking the time to help us identify areas where we must improve.