La Vista Kirishima Hills in Kirishima

A Disappointing and Stressful Experience - Misleading Policy and Poor Service

I had a deeply frustrating and stressful one-night stay at La Vista Kirishima Hills that forced me to cut my planned two-night stay short and move to another hotel.

The primary issue occurred at check-in around 7:30 PM. Despite booking a twin room for two adults and adding my 13-year-old child (with the extra child fee), I was informed that Japanese hotel policy treats anyone over 12 as an adult requiring a separate bed. The hotel insisted I upgrade to a triple room at a 50% surcharge, contradicting the Trip.com policy which stated: "Children can stay in some rooms of this hotel. Additional fees may be charged for children using existing beds."

The staff seemed inexperienced, requiring lengthy consultations with managers, which caused a significant wait. No reasonable solution was offered, forcing me to pay the extra fee. Later that evening, I spent hours resolving this with Trip.com customer service, who were exceptionally helpful in rebooking me elsewhere for the following night.

The problems extended beyond check-in:

· Dinner was shockingly poor. The Western-style restaurant charged ¥8,800 per person but served what was arguably the worst meal I've had in Japan, especially for the price.
· The hotel feels dated. For the premium paid, the quality and comfort did not match. The beds were uncomfortable, leading to a sleepless night.
· Amenities were unclear. The instructions for the private outdoor onsen bath were confusing, making it difficult to use.

While the onsen town location is scenic, the combination of misleading booking policies, unhelpful staff, subpar food, and poor value for money makes this hotel impossible to recommend. I am grateful I only endured one night. Other travelers, especially families with children over 12, should verify room occupancy policies directly with the hotel in writing before booking to avoid similar distress.