Hello from Japan, as our winter ski trip to Niseko is coming to an end. We spent most of our time at the incredible Park Hyatt Niseko, where we had a lovely stay. To finish off our time in Hokkaido, we decided to spend a couple of nights at the 50-room Ritz-Carlton Reserve Niseko. While I’ll have a full review soon, I want to share some initial thoughts, and mainly just sound the alarm — for most people, this property should be avoided.
Honestly, if I had gone to Niseko and had just stayed at the Ritz-Carlton Reserve, I would’ve been so disappointed, and would’ve had a totally different impression than I did staying at the Park Hyatt Niseko. Let me acknowledge that several readers warned me about how underwhelming this property is, so I came in with low expectations. Still, I figure it’s my duty to report back, which is why we booked a short stay here.
I want to be balanced, and not be too extreme. For example, the most recent TripAdvisor review of this hotel calls it a Motel 6, and the guests were prepared to throw away the $14K they spent just to leave and stay elsewhere, but there was no availability at the Park Hyatt. The motel comparison might be a bit much, but I don’t disagree with the general sentiment of disappointment…
In this post:
The Ritz-Carlton Reserve Niseko is a branding atrocity
Part of the issue with the Ritz-Carlton Reserve Niseko is its branding. Ritz-Carlton Reserve is the very, very top of Marriott’s hotel portfolio. It’s supposed to be even more premium than the Ritz-Carlton brand, described as “a collection of rare estates, set apart from the world, where heartfelt care and craftsmanship is felt at every turn.”
If this hotel were just a “standard” Marriott, or even a Luxury Collection property, I might not have been so disappointed. But this property has absolutely no place being a Ritz-Carlton Reserve. Arriving at the hotel really sets the tone. Does this look like a Ritz-Carlton Reserve, or a Courtyard by Marriott?
I would love to know the backstory of this property. I am convinced beyond a reasonable doubt that this property wasn’t initially intended to be as a Ritz-Carlton Reserve, and that well into the construction process, they decided they could charge higher rates by branding it in a more premium way.
Here’s the thing — the room furnishings are actually luxurious and tasteful.
But then there are so many little signs that costs were cut. For example, there’s no “do not disturb” button, but instead, you have to hang a sign outside your door. The sinks were cheap. The sliding doors between the bedroom and bathroom felt plastic-like. The in-room safe was old and small. These are all things you wouldn’t expect for a newly built luxury hotel.
The Ritz-Carlton Niseko has amazing views
Let me try to be positive for a moment. The Ritz-Carlton Niseko does have gorgeous views, even nicer than from the Park Hyatt. I could just sit there all day gazing out the window. We had a room with a view of Mount Yotei, so that’s tough to beat. While this is a ski-in, ski-out property, I like that it doesn’t directly overlook the ski slopes.
All of the hotel’s amenities are on the first floor, and are all positioned to maximize views. So yeah, the hotel gets 10/10 for views.
The Ritz-Carlton Reserve is so poorly thought out, boring
The Park Hyatt Niseko is a destination in and of itself. We were there for five nights, and could’ve stayed another five nights without getting bored. Meanwhile the Ritz-Carlton Reserve is quite the opposite. We were bored here after a day. Admittedly most people come here to ski, but the idea is that you still want amenities at the property before and after skiing.
The hotel’s lobby has a beautiful design, but that doesn’t exactly entertain you for very long.
So, what were the issues? For example, the gym was absolutely tiny, and at most one person can do weights at a time. That’s really unfortunate for a ski resort, especially since skiers tend to be pretty fit people who also like working out, so gyms often get busy at ski resorts.
Then the hotel has a spa, where the design feels like a total afterthought. You’d think that you’re walking down the hallway of an office building, rather than a spa at a top, five-star resort. There’s no relaxation area, and the extent of the spa seating is two chairs right by reception, which isn’t relaxing at all, especially since this is also the same area as the onsen (so there’s a good amount of traffic).
We actually got spa treatments, but it’s not possible for a couple to get the same treatment. They have one therapist who does dry massage and one therapist who does oil massage, with no flexibility on that. I just don’t get it. On the plus side, the treatments were very good.
Also to the hotel’s credit, the onsen is quite nice, with both an indoor and outdoor space, plus a sauna. Nudity is required.
The hotel also has zero vibe. There’s no live music, and there’s no lively bar area. Instead, the only thing to entertain us was the absurd guests who viewed the entire trip as a photo session.
One lady spent about an hour posing with her afternoon tea. She’d take brief gaps from yelling at her husband (the photographer) to stare out into the snow with a big smile holding a cup of tea, in order to be photographed and videoed. We asked one of the staff members if this was normal, and we were told this was nothing, and that in peak season, people “drape” themselves across the bar for photoshoots. Nice.
The Ritz-Carlton Reserve Niseko dining isn’t great
At the Park Hyatt Niseko, you have so many dining options that you couldn’t possibly visit them all. At the Ritz-Carlton Reserve Niseko, you just have a single dining “compound” on the ground floor. There’s a restaurant and bar area, plus a sushi counter that’s open certain nights. It’s a super nice space, there’s just not much to it.
I can’t say the food quality was very impressive. The presentation was good, but the quality left a lot to be desired. We ate at the sushi counter one night, which was quite good, but other than that, we we were disappointed. For example, Ford ordered a chicken dish for dinner. It was literally all bones and cartilage, to the point that he sent it back. He loves chicken and we’ve been together for a decade, and that’s the first time I’ve ever seen him send back a chicken dish.
One afternoon I wanted a break from Japanese food, and was looking for something healthy, so I ordered what was described as the “Reserve Salad.” This is the hotel’s signature salad, given the “Reserve” name. In reality, it was just bland, bland, bland. It had what tasted like some leftover smoked salmon rolls from the breakfast buffet, a little avocado, a couple of cherry tomatoes, and quinoa. That was about it. It was just so boring and unimaginative, which I think kind of sums up this hotel.
Worst of all, the pricing was so high. Just to give you an example, that totally bland salad cost more than I paid at the Park Hyatt for their lunch set, which includes access to a buffet with appetizers, plus several excellent main course options, all higher quality than this.
The Ritz-Carlton Reserve Niseko has friendly staff, mostly
Let me acknowledge that the restaurant staff were uniformly lovely, and couldn’t have been kinder. In particular, Vanessa and Sena did an amazing job looking after us, and really made us feel welcome. They’re both superstars, and I feel bad trashing the hotel, given how friendly and professional they were. They have bright futures in hospitality.
The front desk staff, meanwhile, were a mixed bag. The person who checked us in was totally chaotic. It’s hard to describe, but she was so frazzled and rushed that it set a really unfortunate tone for the stay.
Even beyond that, the attention to detail with service was just lacking. I don’t know if there is a manager, but if so, they didn’t make a single appearance during the stay, or introduce themselves once. That’s something you’d expect at a 50-room property. As a point of comparison, at the much bigger Park Hyatt Niseko, the general manager checked on us twice during our stay, to see how everything was.
Beyond that, the attention to detail was just lacking for a hotel that’s of this caliber (well, or supposed to be of a certain caliber):
- When our room was ready, I was escorted to the room, as Ford was at the gym; I was carrying my rolling bag plus two additional bags and my coat, yet the person escorting me to the room didn’t offer to help me with luggage, which I found really unusual
- At check-in, we were proactively asked if there’s anything we don’t eat, and I explained I don’t eat pork; a couple of hours later we had afternoon tea, and go figure, we were served sandwiches with pork (don’t ask for guest preferences at check-in if you’re not going to do anything with that information!)
- I had asked to arrange an airport transfer, and after 24 hours I followed up, and they weren’t sure if it had been requested yet; I’d expect much faster service at a property like this
- Every time I had a question for the front desk, they just started fumbling through papers; I don’t know if this hotel doesn’t use computers, or what’s going on, but it was just consistent chaos
- On the morning of check-out, I tried to at least provide some feedback to the hotel, but was informed that there was no manager on duty until 9:30AM, which sure seems late
Avoid the Ritz-Carlton Reserve Niseko*
I don’t want to be extreme, and say everyone should avoid this property at all costs. But my issues come down to two points:
- This property is not up to Ritz-Carlton Reserve standards in any way, shape, or form
- This property is actually priced higher for a standard room than the Park Hyatt Niseko in peak season, and that’s borderline criminal, if you ask me
So please don’t come here paying the inflated rates the hotel is asking for in peak season. Now, if you’re visiting in the off season and this hotel is way cheaper than the alternatives, or if the Park Hyatt is sold out, then maybe it’s not so bad, but just manage your expectations.
Similarly, the Park Hyatt Niseko often doesn’t have points availability, while this property does. What I find interesting is that unlike other Ritz-Carlton Reserve properties, this one is actually fairly reasonably priced on points. It makes me think that the hotel is basically trying to skim the US market by hoping to deceive people into thinking this is a $3K per night property, and is then filling the rest of the rooms through either package holidays or consolidators (which was the vibe I got from some of the other guests).
Bottom line
If you’re trying to decide between the Park Hyatt Niseko and the Ritz-Carlton Reserve Niseko, there’s simply no competition. The Park Hyatt is in a completely different league, despite typically being priced lower. Obviously this hotel hopes that the Ritz-Carlton Reserve name will help it command higher rates, but don’t be fooled.
There are some positives about the property, like friendly service in the restaurant, amazing views, and a nice onsen setup. But beyond that, this is a boring property, and I’m convinced this wasn’t intended to be a Ritz-Carlton Reserve initially.
Honestly, I don’t want to give the people working here a hard time, as they’re doing their best, with the disappointing product they have. Instead, the issues fall on the owner, and ultimately on Marriott, for its lack of standards with how it allows hotels to be branded.
What do you make of the Ritz-Carlton Reserve Niseko? Does anyone actually know the backstory of this hotel, and how it came to be a Ritz-Carlton Reserve? I simply refuse to believe that this is what it was intended to be when the design process started…
Sorry but I just stopped reading this when I started to feel that it was just a bit of a hissy fit from a perhaps very over-privileged individual.
The Ritz-Carlton brand is such a joke at this point. I remember a time — not too many years ago — when I (mistakenly) perceived Ritz-Carlton as being roughly on par with brands like Four Seasons and Mandarin Oriental in terms of luxury. In the years since, I’ve had the “pleasure” of staying at properties like the Ritz-Carlton Philadelphia, which, if re-flagged as the Westin Philadelphia, would arguably not even be living up to typical...
The Ritz-Carlton brand is such a joke at this point. I remember a time — not too many years ago — when I (mistakenly) perceived Ritz-Carlton as being roughly on par with brands like Four Seasons and Mandarin Oriental in terms of luxury. In the years since, I’ve had the “pleasure” of staying at properties like the Ritz-Carlton Philadelphia, which, if re-flagged as the Westin Philadelphia, would arguably not even be living up to typical *Westin* standards. It’s now clear to me — as it is to so many others — that Ritz-Carlton doesn’t operate in the same stratosphere as Four Seasons, Mandarin Oriental, Rosewood, etc.
To me, the Ritz-Carlton Reserve brand has been nothing more than a sad attempt to “revive” a brand that had been diluted beyond recognition. It does indeed seem that Marriott and hotel owners are simply trying to cash in on the Ritz-Carlton name and milk it for all it’s worth. The problem with that strategy is that once perceptions change (like mine has), it’s only going to become harder to get people to pony up the cash to stay at Ritz properties when they can likely find a hotel of comparable quality for a fraction of the price.
We all know the saying “champagne taste on a beer budget.” To me, Ritz-Carlton is beer taste on a champagne budget. Marriott better hope its customers don’t get a taste of champagne.
Sad to read that the service has gone down hill. From the outside, the hotel is a bit "random containers stacked up", but the interior is very nice, and the staff used to be outstanding. We never had to mention a room number, just that we would like our car, the restaurant and lobby bar would not ask for room number or name, just know who we were.
Admittedly yes, the dinning options are...
Sad to read that the service has gone down hill. From the outside, the hotel is a bit "random containers stacked up", but the interior is very nice, and the staff used to be outstanding. We never had to mention a room number, just that we would like our car, the restaurant and lobby bar would not ask for room number or name, just know who we were.
Admittedly yes, the dinning options are limited, but we generally want to try so many of the local great places that we rarely have dinner at our hotels in Niseko.
Wow, that hotel exterior is something else. That is more befitting of a Fairfield Inn or Springhill Suites. Thanks for taking one for the team. I'll be sure to write that one off the list!
Slightly off topic but related - at some point Marriott is bound to start feeling the pain for deteriorating standards across the board.
I totally understand who their real customers are, and maybe we aren’t there yet, but at some point people are really truly going to vote with their dollars en masse, probably starting on the luxury end. We all agree boutique properties tend to be a better experience (on average), yet the brands...
Slightly off topic but related - at some point Marriott is bound to start feeling the pain for deteriorating standards across the board.
I totally understand who their real customers are, and maybe we aren’t there yet, but at some point people are really truly going to vote with their dollars en masse, probably starting on the luxury end. We all agree boutique properties tend to be a better experience (on average), yet the brands carry so much prestige it is working for now (plus loyalty programs of course). Question is how much further / how long until enough is truly enough?
We are stuck flying airlines whether they promote engagement or disengagement, but we are not stuck staying at one of the “big three” hotel chains nearly to the same extent.
To bring my little rant to an end, I think Marriott needs to be careful. Their true customers (hotel owners) can sign different licensing agreements - right now I assume they choose Marriott largely due to the brand recognition and reach, but if that occupancy rates start slipping compared to other comparable brands because Marriott has let its standards be abused and deteriorate too much, they have the most to lose.
My anecdotal experience is that frequent travelers are the ones who notice things like this first. Ritz Carlton becoming a hollow brand resting on its name isn't something the general public will begin to notice or even begin discussing for another 5 years IMO.
Fairfield Inn gym, Courtyard building, Sheraton service, Marriott restaurant/F&B, JW Marriott room.
After checking reviews, I can confirm that Japanese guests almost completely agreed with Ben and recommended Park Hyatt Niseko.
Those who stayed this hotel in summer seem to be more satisfied, as it costs only around 500USD per night and escape from swelling heat of Tokyo in summer is always a treat.
What is it about Asians taking 87 pictures of every possible angle holding things (teacup) including facial expressions in multitude of ways? I've never been able to figure a reason for this. Oh to go back to film in cameras where one had to pay to develop it!
That building. Wow. I would love the backstory of how they actually moved this entire Courtyard Marriott from Peoria to Japan in one piece.
I see that absolutely nothing has changed in the two years since I last stayed here. I was misled into the Reserve experience, and honestly, it was disappointing. I visited the Park Hyatt during my trip, and my heart sank when I saw the stark difference in quality and service. Definitely not what I expected.
Other than the chaotic check in and the chicken (completely inexcusable, we're literally talking the cheapest type of meat out there), it doesn't sound that bad to me- more like Motel One than Motel 6. They have substantial fixed costs and a limited amount of time in the year to recoup them. They're doing things right if they can fill the place up without building comprehensive gyms or spas which are likely to be underutilised...
Other than the chaotic check in and the chicken (completely inexcusable, we're literally talking the cheapest type of meat out there), it doesn't sound that bad to me- more like Motel One than Motel 6. They have substantial fixed costs and a limited amount of time in the year to recoup them. They're doing things right if they can fill the place up without building comprehensive gyms or spas which are likely to be underutilised even when the hotel is full.
This is the reason that top-end hotels don't really appeal to me even in resort-type destinations (it's simpler in cities; I don't need a luxury hotel if I am only using it for sleeping and showering)- the more expensive it is, the higher my expectations and the greater the chance of disappointment.
It's atrocity alright. But not because
"It’s supposed to be even more premium than the Ritz-Carlton brand"
It's because someone believes that.
While I always feel it's more a 'destination' property rather than a more premium property. You just feel more personalized because they have fewer rooms.
That's a confusing brand image.
Now the fun part
"One lady spent about an hour posing with her afternoon tea. She’d take brief gaps from...
It's atrocity alright. But not because
"It’s supposed to be even more premium than the Ritz-Carlton brand"
It's because someone believes that.
While I always feel it's more a 'destination' property rather than a more premium property. You just feel more personalized because they have fewer rooms.
That's a confusing brand image.
Now the fun part
"One lady spent about an hour posing with her afternoon tea. She’d take brief gaps from yelling at her husband"
What nationality or language were they using?
Exactly. I think there's also a cultural dimension to this, like with the Korean Air review.
The hotel manager isn't my mate, I don't particularly want them to bother me asking whether I am happy. If I have a concern, I can always raise it with the customer-facing staff; management should not get actively involved in service delivery unless and until something gets escalated to them [whether by customers or by staff].
Ritz Reserve should mean something but this property always seemed like a stretch to be a Ritz Reserve. Nice view but that's about it.
You were warned, but it's good that you've now experienced it for yourself. It's a shame that Marriott doesn't take better care of its brands and allow this to be a Reserve. As I wrote before, this shouldn't even be a normal Ritz Carlton.
Owners lease the brand name. Next year, the property might some other brand. And, Marriott will not enforce brand standards if it means the potential loss of room count.
I was lucky enough to visit niseko in 2003ish. Almost zero foreigners at that time. 150yen bowls of noodles mountainside. $100 for hotel rooms. Glad I got in before all the big chains arrived whether they were Hyatt or Marriott
As I suspected, the hotel is owned by YTL which I am not surprised that the quality is as what you experienced. I have been to a few properties that they own (if I am not mistaken most of their hotels belong within the Marriott brands), and sadly, it is all quite fake...I wonder if anyone from the family behind the company ever stayed at this property....
You really missed out by not staying at a non chain hotel in Grand Hirafu. There was so much more selection of restaurants, nightlife, and things to do.
That’s…not how Ben travels. Sounds like he ate his meals at the Ritz.
The bottom line "Avoid" headline ends with a * , as if there were a footnote. But it's not a link and I don't see any note at the bottom of the page. What is the footnote?
Every Ritz Carlton is basically a Westin at this point. I don’t think there’s a more overrated hotel brand…
Edition maybe?
False. Ritz Carlton Kyoto is amazing, and they even provide free breakfast to Platinums and above. But yes, I avoid most Ritz properties, especially in the U.S.
This seems like a case of Marriott milking the Ritz brand. Very disappointing to see this in Asia, let alone Japan.
I think if this was re-branded as a mid-tier hotel like AC, you probably wouldn't be disappointed. It would also likely mean it would be charging far less.
Wow, this hotel sounds like a disaster. That’s why I ONLY fly Delta—actual luxury, no fake branding, and service that doesn’t disappoint. Delta One > overpriced letdowns every time. Stay winning. ✈️
Only flying Delta is like only retaining SASM&F.
Actual top tier? Yes. (V3, AmLaw 5)
Service that doesn't disappoint? Yes.
Gorgeous office at New York's most prestigious address? Yes.
One troll responding to another troll not realizing the other person is trolling.
Posing as an employee of Skadden to make yourself seem important on a points and miles blog?
Curious? Yes
Funny? No
Potentially a problem for you? Yes
These properties are made to gather foreigners who don't bother to learn the culture and are better off separated from places where locals can truly enjoy what Japan has to offer and be truly unbothered by often obnoxious people who think being able to say "konbanwa" at night deserves a prize.
Hokkaido is much better experienced by staying at a higher end local Ryokan than any big chains, although thankfully...those are kept to people...
These properties are made to gather foreigners who don't bother to learn the culture and are better off separated from places where locals can truly enjoy what Japan has to offer and be truly unbothered by often obnoxious people who think being able to say "konbanwa" at night deserves a prize.
Hokkaido is much better experienced by staying at a higher end local Ryokan than any big chains, although thankfully...those are kept to people who bother to learn the language.
you sound like jordan schlansky from that conan travel trip where he went to japan
While you are in broad strokes correct (brutally honestly), these properties should give foreigners a better value for their money.
No amount of learning the language - as a Caucasian - will integrate you into local Asian cultures.
I can appreciate that the Japanese are inherently "racist" in a sense towards "gaijins".
I am fairly lucky in the sense that I am Asian myself and have managed to do business there for many years, lived and worked there as well, there is a barrier even if you look Asian (because we ultimately don't look Japanese).
In terms of making it better value, I think it's the fact that "value" for foreigners...
I can appreciate that the Japanese are inherently "racist" in a sense towards "gaijins".
I am fairly lucky in the sense that I am Asian myself and have managed to do business there for many years, lived and worked there as well, there is a barrier even if you look Asian (because we ultimately don't look Japanese).
In terms of making it better value, I think it's the fact that "value" for foreigners are often perceived differently to "value" for the Japanese.
A lot of things that foreigners see as "value" are often quite tacky to locals.
Although one aspect is tacky to foreigners but apparently not to locals:
The Japanese are often an exemplar for astonishing beauty and purity of offering, whether food or other things, but will then add something plastic, which to a European who cares about quality and purity is bewildering.
One trivial example is the plastic "grass" in boxes of sushi (apparently it used to be bamboo)
Whole Foods Market uses salad leaves instead...
Although one aspect is tacky to foreigners but apparently not to locals:
The Japanese are often an exemplar for astonishing beauty and purity of offering, whether food or other things, but will then add something plastic, which to a European who cares about quality and purity is bewildering.
One trivial example is the plastic "grass" in boxes of sushi (apparently it used to be bamboo)
Whole Foods Market uses salad leaves instead which seems so much more sensible to me.
Does saying cowabunga counts?
How do we know this is not an AI generated (fake) smear campaign against Hyatt Niseko?
Please crawl back under the rock you came from. SMH
That's a dump.
Hyatt blowing Marriott out of the water again. Color me shocked.
Yep. Ritz Carlton in particular has declined sharply and is incredibly inconsistent across the board. Park Hyatt is the standard to beat.
Good read, sorry the visit did not go well.
You've established that Ritz-Carlton Reserve sits at the very top of Marriott's brand hierarchy. From your experience reviewing luxury properties globally, which Marriott brand truly sits directly below it, and what distinguishes these tiers in terms of expected guest experience, service standards, and property investment? Does this Niseko property's failure suggest the gap between these tiers is narrowing?
Your review highlights what appears to be a...
Good read, sorry the visit did not go well.
You've established that Ritz-Carlton Reserve sits at the very top of Marriott's brand hierarchy. From your experience reviewing luxury properties globally, which Marriott brand truly sits directly below it, and what distinguishes these tiers in terms of expected guest experience, service standards, and property investment? Does this Niseko property's failure suggest the gap between these tiers is narrowing?
Your review highlights what appears to be a systemic issue with brand consistency. Based on your global hotel stays, is this dilution of brand standards more prevalent within Marriott's portfolio compared to other major luxury hotel groups? Which ultra-premium hotel brand has maintained the strongest consistency across its properties, and what organizational practices or business models allow them to succeed where others struggle?
It's funny, this reminds me of a hotel I might stay at while skiing in Austria, but I'm paying EUR 200 a night, and in that case, the shortcomings become charming.
Are Americans the primary foreign guests in Niseko?
Yes. Outside Japanese guests, the American is substantial. But Niseko is attracting a growing global clientele, much like the Swiss alps
X10000 on the Swiss Alps. I've been going for years and there have always been a fair amount of americans, but now it seems like the rest of the planet has discovered the Alps.
@ Jerry -- I actually found Americans to be a small minority of foreign guests. It's a pretty mixed crowd, with a good number of people from Hong Kong, Singapore, Australia, and from all over Europe, based on what I observed.