The staff went out of their way to make us feel like kings. Google classifies this hotel as a 3 star, but the treatment you get here is definitely 5 star. When we arrived in the pouring rain, the staff held an umbrella over us to walk us from the station to the pick up car, then from the car to the hotel. During check in, they gave us welcome drinks and dried our luggages while we waited. Then they took our luggages to our room for us. Food was also amazing, every meal was a luxurious restaurant experience, with over 10 courses for dinner and almost 7 courses for breakfast

If I had to nitpick, the lounge chair on the balcony next to the onsen is a bit uncomfortable, but I was able to remedy that by taking some of the many seat pillows they provide for some cushioning If you want pick up from the stations, make sure you have some way to call them by phone. I had to switch to my US sim card to make the call because we only got the data plan Japanese SIM card

The private onsen was wonderful. It fits two people and you can adjust the temperature! The food was also amazing, dinner was a 10-course meal and it was a whole experience in itself.

The location is a bit far, but you can easily forward your luggage from the Yumoto train station. Without our big bags we really enjoyed the 15 minute walk from the ropeway station.

It was an absolutely magnificient stay. We booked a room with a Fuji-san view and got lucky enough to see it both in the evening and morning of our one night stay. Pickup service (from and to) is excellent, we told them 10 minutes before we needed it and waited for line 2 minutes. Insane reaction. Got greeted by 3 employees outside. Welcome drinks at the beginning while they take all your luggage and send them into your room. you're then guided into your room where everything is thoroughly presented. Kaiseki meal is about 2h long, starting at 6 or 6.30. Prepare your stomach and eyes. It's gorgeous, gargantuan and delicious. Some (at least) are preared with very local food. Come with the provided traditional clothes too for the full experience ! Meal got adapted for Mrs who couldn't eat raw food. Food wasn't just cooked, some parts were completely changed to keep the feeling of each plate. The room was huge and clean. Onsen was amazing (and crazy hot but you can add some fresh water to the source water). After a grat night, you're up to an hour long japanese breakfast with 7 steps.

Absolutely nothing. Spectacular!

The service of ZEN was beyond the excellence. The staff picked us up from the bus station, more people greeted us at the property gate. We were drop off by a driver to the bus station the next morning. Since only one night was available for us at this property, we had to change to another hotel the next day. The staff even sent our bags to the next hotel at another corner of the town for free so we could enjoy the town free of bags. The meal was awesome! Hot spring was in the room and was so comfortable. The whole experience was just great. Thanks ZEN!

We had a lovely two night stay at Zen! We enjoyed every moment – with our favorites being the Kaiseki dinners and the private onsen with a view. The environment was relaxing and lovely, and the people were top notch! In particular, we greatly appreciated their help with various logistics questions (buses, trains, attraction closures, etc), along with his warm and attentive approach throughout the stay. Because one day of our stay involved torrential rain all day, we opted to hunker down in our pretty room, open the windows, and lazily nap on the uber comfortable bed, watching the gentle rain, hearing the birds still singing throughout, and dipping into our private onsen whenever the mood struck. Zen is located further afoot from the towns (such as Gora, where we first stayed). Our plan worked perfectly: Two nights in Gora first, followed by two nights of luxury in Zen. If the weather had cooperated, we would have been in an excellent position to see the black eggs up in Owakudani, and to walk in the grassy picturesque fields also within a short distance. If you get the Hakone Free Pass, you’ll be able to move around fairly easily between various areas of Hakone from Zen (they will pick you up from the bus stop if you have a phone plan that can call them) – you just need to be mindful of the time so that you can return back in plenty of time for the decadent meals!

There's nothing we didn't like! Only the thought that since it is a tad more remote, it's nice to experience two locations if you're able to split your time.

We loved the view of Mt Fuji from the room and the outdoor onsen was wonderful, especially during the day with the forest above you. We loved the Kaiseki meals and the staff were very attentive, giving us a welcome drink, help getting taxis and calling for reservations and taking care of us at our meals. They definitely made sure we had enough to eat! There was a hairdryer and water/drinks in the fridge. And we also appreciated the shuttle to the bus stop. There are bus stops close by (ten min walk or so) and the Hakone Ropeway and the port station is fairly close too. Other than walking, taxi was the easiest way around for us because the main town and train stations are not close. However, we wanted an experience away from town for the end of our trip and loved that this Ryokan was more rural.

The property is a little bit dingy and old fashioned (and not in a traditional Japanese way) needing paint and so on but maybe that’s normal for this area. The room was very clean but there were some stains and it just seemed cluttered. While we were amazed by the decadent treatment we received, just make sure you’re cool with having your meals at a designated time each day and prepare to spend time eating. These are not quick meals and they take pride in serving you. Next time we might search for a place with Kaiseki as an option but that also has a restaurant so we could do Kaiseki a couple times instead of twice a day. Although it was nice to not have to think about food at all!

It’s very serene and tranquil as it is hidden in the middle of the hill. Just perfect for some urban escapee like us. The condition of the facility is very well maintained and the staffs’ quality of service and attentiveness is just marvellous. The omakase dinner and even their daily Japanese style breakfast had never fail to surprise us on the level of detail and how elaborate they could be.

Nothing really that was displeasing. Was only hoping to have a lake view somehow but this location is more on the mountain side of view which is equally fantastic

Private onsen on the balcony and able to adjust water temperature is a big plus. Comfortable beds, shower area and excellent staff (Brisil and Binod from Nepal). Breakfasts and dinners were exceptional. Drinks in refrigerator were a big plus. Loved your shoyu - bought out your supply at our stay. Loved the inlay souvenirs - owl, turtle, toothpick holders, coasters and tray.

Unfortuanately, we could not see Mt Fuji since it was cloudy but our room which was Mt Fuji view (3th floor) could not view from onsen. Did not like the separate bed on the side - wasted space. Would have enjoyed a sofa and table area instead - like the 2nd floor room vice 3 floor room. Next time - will request 2nd floor Mt Fuji view. Bus stop is too far to walk and shuttle did not run all day. Had a hard time making reservations online.

Everything about this place was amazing. The hospitality and staff were great and so attentive. The room was spacious with lots of free amenities including lounging outfits and free traditional slippers and socks to keep, as well as a complimentary bar. The private onsen was lovely and had a breathtaking view of the mountain (we were lucky enough that it wasn’t covered by fog on our trip but even if it was it would have been a lovely stay) The food was great and so inventive. It was quite a lot at the end of the dinner course, and they even gave us a midnight snack in a bento box which we were too full to finish, but can hardly complain about too much of a good thing! The breakfast was equally delicious and the staff were very accommodating with getting us to our bus on time. Overall I think they are actually undercharging for the service and food and value provided.

The climb from the bus stop is quite steep, but if you message the staff when you’re arriving, they can pick you up from the nearest bus stop.

Where do I begin? The hotel itself is amazing: the views, the quality of the room, the facilities offered and the location are all amazing. It is the staff that truly make the experience, however, as they were able to (and very willing to) cater to all of our needs and questions. Binod-san in particular spent the most time with us and was incredibly attentive, kind and professional throughout. The private hot spring bath on the balcony was amazing and rejuvenating. I also booked a shiatsu massage on short notice and really needed it (Toyoda-san was amazing!) I could go on forever but if we can afford it, we will certainly be back - and for longer!