Ratings based on 279 Verified Reviews
4.1 Room cleanliness
4.0 Service & staff
4.1 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 17 Nov 2024
Breakfast buffet was amazing. The onsen was nice. Our expierence was very streamlined, but lacked the charm of smaller onsen.
Comment from Hotel Management
19 Nov 2024 by Mercure Nagano Matsushiro Resort & Spa Web Team, Hotel Management
Thank you for staying at Mercure Nagano Matsushiro Resort & Spa. We are delighted to hear that you enjoyed our breakfast buffet and found the onsen to your liking. Your kind words about these aspects mean a lot to us. At the same time, we understand your feedback regarding the streamlined experience and the comparison with the charm of smaller onsen accommodations. We strive to offer a balance between efficiency and a warm, inviting atmosphere, and your comments will help us reflect on how we can enhance the unique character of our hospitality. We truly appreciate your insights and hope to welcome you back for an even more memorable stay in the future.
by A verified traveler
Posted 15 Nov 2024
Location too far from city. Property is old and needs updating
Comment from Hotel Management
19 Nov 2024 by Mercure Nagano Matsushiro Resort & Spa Web Team, Hotel Management
Thank you for staying at Mercure Nagano Matsushiro Resort & Spa. We appreciate your feedback regarding our location and the condition of our property. While our hotel is situated slightly outside the city center, we aim to serve as a convenient base for exploring the region. To enhance accessibility, we provide a complimentary shuttle bus to and from Nagano Station, and we encourage you to take advantage of this service during your next visit. Regarding the property’s condition, we take your comments seriously and will use them to guide our efforts in future renovations and improvements. Our goal is to provide a more comfortable and enjoyable experience for all our guests. Thank you again for sharing your thoughts, and we hope to welcome you back in the future for an even better stay.
by A verified traveler
Posted 15 Nov 2024
Hotel is a bit old and rooms are dated.
Breakfast system is terrible; you need to pick a time to go to breakfast, but if you arrive to the hotel late, all early schedules for the breakfast are already taken…!
There is no first-come, first-serve system, which is really annoying!!!
Comment from Hotel Management
19 Nov 2024 by Mercure Nagano Matsushiro Resort & Spa Web Team, Hotel Management
Thank you for staying at Mercure Nagano Matsushiro Resort & Spa. We sincerely apologize for any inconvenience caused during your stay. We deeply regret that you found the rooms dated and experienced frustration with our breakfast reservation system. The system is designed to ensure all guests have a comfortable dining experience. However, we understand how challenging it can be, especially for guests arriving late when preferred breakfast slots may already be taken. We are taking your feedback seriously and will review our system to explore ways to make it more flexible and accommodating. Thank you for sharing your valuable thoughts. We hope to have the opportunity to welcome you again and provide an improved experience in the future.
by A verified traveler
Posted 4 Nov 2024
I feel that people should know that every thing in this property is outdated and depressing.
Looks like the rooms have not been updated since the 80 s . The furniture, the drapes, the cart are so old , the bathrooms are very outdated and small even the lighting in the room is bad.
It is not convenient as 30 minutes from They train and the city .
The food at the restaurant is plenty full and the quality average.
I gave it 2 stars as we had a very nice concierge
Also you should know that at the end you will be charged extra for a spa tax no matter if you used it or not.
There are plenty of nice hotels for that price in Japan , very disappointed by this one
Comment from Hotel Management
9 Nov 2024 by メルキュール長野松代リゾート＆スパ, Hotel Management
Thank you for sharing your experience and observations about your recent stay.We regret that our property did not meet your expectations regarding the room’s decor and amenities. We strive to provide a comfortable environment for all guests, and we apologize that the furnishings, lighting, and bathroom facilities did not provide the comfort and convenience you were hoping for. Your feedback is valuable to us as we consider future improvements.Regarding the location, we understand it may feel distant from the city center and train station. We aim to balance this by providing a relaxing atmosphere and an array of dining options, though we apologize that our offerings fell short of your expectations in terms of quality.We appreciate your mention of the concierge and will be sure to share your kind words with our team. Additionally, regarding the spa tax, please note that this is a mandatory onsen tax of 150 yen per adult, required by Nagano Prefecture for any property with hot spring facilities. We apologize if this charge was unexpected.Thank you again for your feedback, which will help us improve. We hope to better meet your expectations in the future.
by A verified traveler
Posted 1 Nov 2024
The room are big but its a bit dated design.
Comment from Hotel Management
9 Nov 2024 by Mercure Nagano Matsushiro Resort & Spa , Hotel Management
Thank you for your feedback.We’re glad to hear you appreciated the spaciousness of the room. However, we understand that the design may feel a bit dated, and we apologize if it did not fully meet your expectations. Your feedback is valuable to us as we consider updates and improvements to our rooms to enhance our guests' comfort.Thank you again for sharing your thoughts, and we hope to welcome you back for an even better experience in the future.
by A verified traveler
Posted 30 Oct 2024
Our hotel was a half hour bus ride from Nagano station but the hotel runs a courtesy bus so was glad we inquired at information center at Nagano station.
The hotel is dated and could do with updating but the room was spacious and the mattress ( we chose a traditional mattress on the floor) was v
comfortable. The onsen was a good experience too.
We had a 2 night stay and told at check in that THE MEALS were provided .At the same time given
a sheet with the meal times. It was not till half-way during our meal on our second night that a waiter came to ask us to sign for the meals at $80 cad/head. An extra 480$ for the 2nights. What was v upsetting was if we were told at our 1st night, we certainly would not have dined there the 2nd and the person n who checked us in would not come to at least speak to me to try to clarify the situation.He avoided eye contact too. This marred the experience and made me feel that I was forced into a corner. If he said your breakfast is included or someone had i formed us while lining up for the evening meal that this was extra, then I feel that would have been av different experience- at least we could choose
Comment from Hotel Management
9 Nov 2024 by Mercure Nagano Matsushiro Resort & Spa Web Team, Hotel Management
Thank you for sharing your detailed feedback with us.We’re glad to hear that our courtesy bus from Nagano Station was convenient and that you enjoyed the spacious room, comfortable traditional mattress, and the onsen experience. However, we deeply apologize for the miscommunication regarding meal charges, which understandably affected your stay. It is concerning to hear that meal charges were only clarified midway through your stay, as we always aim to provide clear and transparent information about any additional fees at check-in. We regret that this was not your experience, and we are sorry for any frustration caused.We will review this with our team to ensure that all guests are clearly informed about meal options and pricing from the start of their stay, so that similar issues do not arise in the future. Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you back and provide a more seamless experience.
by A verified traveler
Posted 10 Oct 2024
Big room. Very quiet. Great place.
Comment from Hotel Management
9 Nov 2024 by Mercure Nagano Matsushiro Resort & Spa Web Team, Hotel Management
Thank you very much for your kind feedback!We’re thrilled to hear that you enjoyed the spaciousness and peaceful atmosphere of your room. Creating a quiet and relaxing environment for our guests is a priority, and we’re delighted that it made your stay enjoyable. It’s also wonderful to know that you found our hotel to be a great place to unwind—we truly value your positive impressions.We look forward to welcoming you back soon for another relaxing and comfortable stay.
by A verified traveler
Posted 8 Oct 2024
Very clean an modern hotel with a great Onsen which was delight after a days driving and sightseeing. Location was very peaceful and room comfortable. Bit out of the way but public transport is available close by. Train service not sure as we had our own car with free parking nearby.
Comment from Hotel Management
9 Nov 2024 by Mercure Nagano Matsushiro Resort & Spa , Hotel Management
Thank you very much for your thoughtful review.We’re delighted to hear that our modern, clean facilities and the relaxing onsen provided a perfect way to unwind after a day of driving and sightseeing. It’s also wonderful to know you enjoyed the peaceful surroundings and found your room comfortable—creating a restful environment is always our goal. While our location may be slightly removed from central areas, we’re glad that nearby public transportation options and the convenience of free parking for your car helped make your stay more comfortable.We hope to welcome you back soon for another refreshing stay.
by A verified traveler from Woodbury
Posted 5 Oct 2024
Great stay at the resort . Hot springs were nice and good variety of food to choose from.
Comment from Hotel Management
9 Nov 2024 by Mercure Nagano Matsushiro Resort & Spa Web Team, Hotel Management
Thank you so much for your wonderful feedback!We’re delighted to hear that you had a great stay and enjoyed both the hot springs and the variety of dining options available. It’s our goal to create a relaxing and fulfilling experience for our guests, and knowing you had a positive visit means a lot to us.We can’t wait to welcome you back for another enjoyable stay!
by A verified traveler
Posted 10 Sep 2024
Nice hotel.
A bit dated, but it is fine.
Comment from Hotel Management
12 Sep 2024 by Mercure Nagano Matsushiro Resort & Spa, Hotel Management
Thank you very much for staying at Mercure Nagano Matsushiro Resort & Spa.We appreciate your kind words about our hotel. We also value your feedback regarding some areas feeling a bit dated. We will work to improve this and ensure a comfortable stay for all our guests. We look forward to welcoming you again in the future.
