At this Westin hotel, I encountered a front desk agent named Cheng. Ironically, although we are both Chinese, she delivered the worst service I have ever experienced in all my hotel stays around the world.From the moment I approached her counter, the discomfort was immediate. She was clearly distracted, flipping through some papers while muttering under her breath—words that sounded very much like curses—and repeatedly rolling her eyes at the staff member who had guided me over. I cautiously asked, “Are you busy? I can wait or go to another counter.” Without even looking up, she snapped back coldly, “I can handle it. Wait.” The tone made it feel as though I owed her something.What followed was even more unbelievable. During check-in, she quietly switched my room. I clearly explained that my reservation included two different room types—one night in one category, followed by four nights in another. She vaguely responded, “You can just stay in the same room the whole time.” I initially thought she was being helpful. Only after returning to my room and carefully reviewing the booking did I realize the truth: I had paid for four nights in a deluxe king room at 150,000 jpy per night, and only the first night was the 100,000 jpy room. She had deliberately downgraded my last four nights to the cheaper room, without saying a single word about the higher-category room I had already booked and paid for.The irony didn’t stop there. I had specifically asked whether any king rooms were available, and she replied curtly, “No.” In reality, my reservation for those four nights was a deluxe king room. In her eyes, it seemed that unless a guest personally memorizes every room category and detail, they deserve to be misled—paying premium rates while silently accepting a downgrade.In the end, she tossed a few resort information sheets onto the counter and said nothing more. Snow house locations, luggage storage, dining options, shuttle services—basic information that front desk staff are normally expected to explain proactively—were all completely omitted. Later, I observed other front desk employees patiently walking guests through these details. Only Ms. Cheng left me to fend for myself with a few cold sheets of paper.From her resistance to providing service, to the covert room downgrade, to her dismissive communication, every single action reflected indifference and impatience toward guests. This was not a simple service oversight, but a series of openly hostile behaviors. While some of the staff I encountered later were acceptable, she was the very first person I dealt with—and effectively the only one who mattered at that moment. As a result, the entire stay was deeply unpleasant.
房间很大很舒服 有厨房吧台岛台 唯一遗憾只有一层有洗手间 其他都完美 床也不错很舒服 还有室外温泉滑雪回来每天都泡一下 特别完美 对了二楼铁板烧也完美要预定哦
房间从卫生、设施、到面积都是满意的。景色也没得说，非常喜欢。唯一要说的是前台中文服务的短发女员工服务态度很机械，尤其是新年入住，问完就是很机械地回应客人，没有一点热情可言。说着同样的语言，在这么冰冷的环境里，确实很掉粉。幸好酒店其他语言的服务人员挽救了这不太好的开局。晚餐料理结束主厨会亲自出来感谢，自助餐的主厨在遇见时，耐心帮忙订了超级人多的自助餐位置。这些都充分反映了酒店管理层该有的素质。另外清洁员工也很有礼貌地打招呼。唯独前台这说中文的女性服务员不知道什么原因，总是一脸不高兴的样子在门面那里站台。唉😮💨
酒店来往新千岁和札幌市的接驳车很方便 要提前上网预订哦，有免费的和收费的，看在哪上车，开出的时间也很早。
自助餐很便宜，前台提醒了有万豪会员打骨折，滑雪酒店，温泉泳池、商店等设施都是两点后开放。
酒店房间大，滑进滑出很方便。租赁雪具也非常方便👍酒店的温泉也很好👍每天滑雪泡温泉不耽误。自助餐厅三餐方便，也可以坐小火车去西山吃居酒屋。雪场环境不输二世谷，反而没那么吵杂。雪道很美👍
设施：房间算是日本特别大的，两层楼，房间很新，就是上厕所要下楼比较麻烦；作为滑雪酒店已经很不错了。
早餐人山人海，想要坐窗边就得一大早顶门入或者凭运气，8.9点吃早餐都要排队等位，而且明明窗边有座位，让我坐其他位置，我看到说换一下还不行，也是很无语
温泉有点不干净的感觉，相比日本很多温泉漂浮物太多
留寿都滑雪场滑进滑出酒店，小火车3分钟或者酒店侧门上连接道都很方便。设施有点老。一楼自助餐（一般）、面吧（不错）、二楼日料铁板（还行）。一楼还有雪具用品店和超市。酒店外步行5分钟还有两个超市。和会议中心那边比较主打一个安静。
此次日本之行选择的酒店都非常赞，留寿都二次谷，一边滑雪一边欣赏风景，心情很好，正好赶在两次暴雪中间，完美错过，一次愉快的旅行。
设施：老旧酒店翻新 层高很矮 高点的个子厕所要碰到脑袋
卫生：一般下午或晚上收拾 简单打扫
环境：自然环境很好 遇到粉雪 滑雪很舒服
服务：热情但是人多要排队
前台英语差，服务不好，早饭吃不上，排队排到死，不会推荐任何人，差到无法形容，留寿都不推荐任何人 下了点小雨，雪场变成冰渣渣
这家Westin酒店，我遇到了一位名叫Cheng的前台女士——同为中国人，她的态度却是我在全球酒店入住经历中最恶劣的一次。
从走向她柜台的那一刻起，不适感就扑面而来。她明显心不在焉，手里翻着不知什么资料，嘴里低声嘟囔着像是咒骂的话，还朝引导我过来的服务生翻了好几个白眼。我试探着问：“您是不是在忙？我可以换一位办理。”她头也不抬，硬邦邦甩来一句：“我能办，你等一下。”那语气，仿佛我欠了她债。
而接下来发生的事，更让我难以置信。办理入住时，她竟暗中调换了我的房间。我明确提到预订中包含“一晚+四晚两种房型”，她却含糊表示“你可以一直住同一间”。起初我还以为这是好意，回房仔细核对才发现：后四晚我支付的实为每晚六千元的豪华大床房，第一晚才是四千元的房间。她故意将我后四晚的安排降级至低价房型，却只字未提我已预订更高级别房间的事实。
更讽刺的是，我曾特意询问是否有大床房，她冷淡回复“没有”。实际上，我那四晚的预订正是豪华大床房。在她眼中，客人似乎必须自行通晓所有房型细节，否则就活该被欺瞒，付着高价房费却默默承受降级待遇。
最后，她把几张度假村介绍纸往台面一扔，便再无一言。无论是雪屋位置、行李寄存、餐饮安排，还是接送服务——这些本应由前台主动介绍的基本信息，她一概省略。而我随后观察到，其他前台员工都为客人耐心讲解、细致指引。唯独这位Cheng女士，让我对着几张冰冷的纸片自行摸索。
从抵触服务、暗中降级房型，再到敷衍告知，她的每一个举动，都写满了对客人的漠视与不耐。这已不是服务疏漏，而是一连串毫不掩饰的恶劣对待。尽管后面一些服务人员还是可以的，但是她是我碰到的第一个也是只差一个服务人，然后整个入住体验极差！！
At this Westin hotel, I encountered a front desk agent named Cheng. Ironically, although we are both Chinese, she delivered the worst service I have ever experienced in all my hotel stays around the world.From the moment I approached her counter, the discomfort was immediate. She was clearly distracted, flipping through some papers while muttering under her breath—words that sounded very much like curses—and repeatedly rolling her eyes at the staff member who had guided me over. I cautiously asked, “Are you busy? I can wait or go to another counter.” Without even looking up, she snapped back coldly, “I can handle it. Wait.” The tone made it feel as though I owed her something.What followed was even more unbelievable. During check-in, she quietly switched my room. I clearly explained that my reservation included two different room types—one night in one category, followed by four nights in another. She vaguely responded, “You can just stay in the same room the whole time.” I initially thought she was being helpful. Only after returning to my room and carefully reviewing the booking did I realize the truth: I had paid for four nights in a deluxe king room at 150,000 jpy per night, and only the first night was the 100,000 jpy room. She had deliberately downgraded my last four nights to the cheaper room, without saying a single word about the higher-category room I had already booked and paid for.The irony didn’t stop there. I had specifically asked whether any king rooms were available, and she replied curtly, “No.” In reality, my reservation for those four nights was a deluxe king room. In her eyes, it seemed that unless a guest personally memorizes every room category and detail, they deserve to be misled—paying premium rates while silently accepting a downgrade.In the end, she tossed a few resort information sheets onto the counter and said nothing more. Snow house locations, luggage storage, dining options, shuttle services—basic information that front desk staff are normally expected to explain proactively—were all completely omitted. Later, I observed other front desk employees patiently walking guests through these details. Only Ms. Cheng left me to fend for myself with a few cold sheets of paper.From her resistance to providing service, to the covert room downgrade, to her dismissive communication, every single action reflected indifference and impatience toward guests. This was not a simple service oversight, but a series of openly hostile behaviors. While some of the staff I encountered later were acceptable, she was the very first person I dealt with—and effectively the only one who mattered at that moment. As a result, the entire stay was deeply unpleasant.
夏天的北海道别有风情，从新千岁机场直接有酒店bus可以直达，当天航班晚点了约一小时，shuttle bus的staff直接等在了达到口接我们，还带我们走近路去换了预约的jr pass，实在太感谢这位热情的staff啦！
westin是留寿都度假村的一部份，建造时间挺久远了，但保养维护的很好，大堂温馨，房间干净整洁，全部loft房型，就是二楼没有洗手间不大方便。
我们在酒店用了两次自助晚餐，另一晚在对面留寿都度假村酒店用了自助餐，westin的自助餐偏西式，还是度假村酒店的更乡村风，品类更全。
有机会冬日雪季再来！