I had a lot of doubts booking this place because their marketing is not the best. Looking at the picture and their website this place looks very old and not so modern or refreshed. BUT going there was really the best experience because it is absolutely not the case : You will have the real Ryokan experience in a place where you will be 5 stars treated (From welcome to service to all the offered amenities), and at the same time that has history (More than 300yo). It is very cleaned, rooms have a lot of space. The half board is exceptional, had the best authentic dinners and breakfast of our trip (drinks are included). It is well located to discover beautiful Ashi lake. You will have also your Onsen experience, you can book for free a private one (they have a lot so you will have yours for sure). We are used to modern 5stars hotel service and we were absolutely not disappointed.

Nothing everything was amazing.

Everything! The staff from the moment we walked up to the property took every opportunity they could to make our stay as enjoyable as possible. From check-in to check-out, every one of our wants and needs were fulfilled. The room was spectacular! Very spacious, well appointed, and had a beautiful view of the gardens. Plus, our in-room hot spring bath was amazing. Dinner as well as breakfast were massive with 10+ courses, each better than the last. Complimentary snacks, and drinks (alcoholic and non-alcoholic) were available in the lobby self serve at all hours. The cherry on top was the onsens available, both the public baths, the one inside our room, as well as the complimentary private onsen available. The hotel is on the higher end of Ryokans in the Hakone area, but the saying “you get what you pay for” rings especially true here. Matsuzakaya Honten was worth every penny!

Nothing! The only suggestion I would offer is to provide a (paid) shuttle from Odawara Station as the bus can be packed/uncomfortable.

Polite staff, very nice in and around the hotel itself, large rooms, some have onsen right inside. Breakfast and dinner included. Dinner was excellent! Enjoyed the complimentary drinks including wine and sake.

Breakfast is on the favorite, there is a lot of food, but not everyone likes traditional Japanese food. Rooms are a bit cold, but this is solved with warm socks, kotatsu and a blanket

We loved the hospitality of the staff, they were so kind and welcoming. We loved our private onsen and believe it was worth the price of the stay. Dinner and breakfast were wonderful. Directions were very clear for arrival.

The only small issue was the the hotel itself was very cold. We were there in late March and needed robes and thick socks when walking in the hallways.

A little off the beaten track, but this onsen is over 360+ years old and you really feel like you've stepped into a quiet and peaceful realm. The place is very beautiful - there are little areas to sit in and relax, both traditional and modern. They have little historical rooms to peruse, free drink stations if you're thirsty, and a small gift shop. Their public onsen was so incredibly gorgeous (just a note, they seem to change sides in the morning - so keep your sleepy eyes open to avoid stepping into the men's baths by accident)! The room we had was comfortable and cozy, the perfect space for us to relax and soak in Hakone's hot spring mindset. Additionally, we didn't realize we would be getting an 8-course dinner and breakfast with our stay!! Everything was prepared so meticulously and so very delicious. We hope to return again and spend a little more time here! For future guests: I recommend familiarizing yourself with the Hakone busses and getting Pasimo or Suica on your phone to navigate to this location, as it is away from the larger Hakone attractions. Simply jump on with your Pasimo/Suica and take it to the Ashinoyu bus stop - it's less than 4 min walk to the ryokan from there!

Our private onsen bath was unfortunately unusable. The temperature was lava-hot for our foreigner-skin and the valve to adjust the temperature didn't seem to make any difference despite any direction we turned it in! Could only admire the bath and dip a few fingers in. Luckily, the temperature in the public onsens were just fine!

My wife and I had such an incredible stay at this ryokan! The service was impeccable, with such attention to detail and hospitality throughout our time there. Staying here felt like being transported in time, an absolutely authentic and unique experience. Best of all was the food: the meals were some of the best we’ve had during our entire trip to Japan, and was the part of the day we most looked forward to. The menu was new each day for dinner and breakfast and filled with fresh, flavorful, local ingredients that were unlike anything we’d tasted before. Every member of the staff was super kind, polite, and they all spoke English. It was easy to get around Hakone and see all the sights from where we were located, but the area still felt secluded and private. Our stay was a 5-star experience and I would absolutely recommend Matsuzakaya Honten to any traveler in Hakone!

I've visited a bunch of ryokans in Japan so far and this one was unlike anything else. The room was spacious and comfortable. The lounge with quiet jazz is perfect to relax after a midnight dip in an open-air onsen. Lovely dinner too. It feels like a museum sometimes thanks to various historical artifacts on display.

My daughter and I stayed here for two nights. We had the most amazing experience staying at this beautiful ryokan! The staff were very attentive, friendly and helpful. Breakfast and dinner included were delicious and visually stunning. The room was large, spacious and immaculate, and we had our own private onsen with beautiful garden view. They provided complimentary drinks in the room fridge plus coffee and tea. It was such a pleasant, serene and peaceful experience, and the most memorable and unforgettable experience of our first visit to Japan! Thank you Matsuzakaya Honten staff for your warm hospitality!

Nothing

I loved how well-kept the building was considering how old and historical it was. I loved the staff because they make you feel very welcome and it's very hospitable. They do speak English and do a great job communicating with our group on how to use the onsen and going through our dinner and breakfast meal. When you approach the location, there are people outside the building who assist to help you find your way. We had a private onsen and it was fantastic for those who may have tattoos or are a little nervous about getting naked in front of strangers! I bravely tried the large public onsen that was available which was great because you can really spread out and the changing area is so nice. They provide so many nice toiletries for you to wash up before getting in. The private onsen is scorching hot in compared to the public so make sure you take your time and add plenty of the cold water. I love how your muscles and skin feel afterward. The scenery around the area was beautiful and peaceful. You get to relax and detach by having a drink and looking out into the garden area. Our group's favorite thing in our room was the kotatsu. We went during April and boy was it cold up in the mountains. Hanging around the kotatsu was so cozy and we would lay down and play games. There are unlimited drinks there such as alcohol, juice, tea, etc. I loved the small game room they had that allowed guest to try traditional Japanese games. The meals are fresh and delicious! You also get to choose a yukata to roam around the area, which is super cute and fun to take pictures in. I can't believe this is considered 3 stars! They deserve so much more!

Traveling here by bus was a nightmare. It was really packed so our group had to stand the entire time and it takes over an hour from the main station in Hakone. You won't have to worry about missing this place since the bus will call out which onsen resort is at each stop. It's a little isolated so make sure you bring some snacks since there is nothing nearby and they don't provide many snacks. I saw many locals come prepared and carrying a bag of snacks. I wish they had milk as an option for drinks!

I absolutely loved the level of professionalism the staff showed in all aspects of my stay. It was raining when I arrived and staff was waiting for guests outside near the property to provide umbrellas, take our bags to our room and give us tea and sweets while we checked in. The rooms were spacious and very clean. The rooms came with dinner and breakfast included at their in house dining facility which was amazing. Each meal was several excellent courses and when checking in the staff asks about allergen or food distaste which is taken into account to modify your meals. Finally the Onsen baths were easily accessible and there were 5 private baths for booking which made scheduling the private baths easy with the staff usually taking requests as your dinner concludes. Don't let the price scare you, it's worth every penny.

This can probably be said about most places in Hakone so it's not much of a complaint just that getting around Hakone means either lots of taxi money or busses.