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Reviewed 5 July 2016 via mobile

This so-called luxury hotel provided the worst experience in my many, many years of luxury travel. We have stayed at dozens of ryokan and luxury properties all over Japan and this was among the most expensive and undoubtedly the worst experience. In fact, I am going to complain formally to JTB, who served as the booking agent.

This pretentious Okinawan property is dated, grossly overpriced, and provides essentially no service. It actually reminded us of two other hotels we stayed at years ago that we despised for their pretension and poor service draped in a veil of formality: Hotel du Cap Eden Roc (Antibes) and Villa d'Este (Lake Como).

We arrived at the hotel just after 4 pm, and were told that we could not have dinner at this so-called ryokan because we had not made reservations in advance. They claimed to have emailed me twice, which I never received. We basically begged, but they steadfastly refused to serve us dinner at the property, not in the dining room or our room. We were left to our own devices--this is Okinawa, not Paris or Tokyo, so not an exciting prospect. One of the reasons I booked the hotel in the first place is that they have some sort of special dinner in a dining room divided into the four compass directions. The guest relations manager, N. Kawamitsu, spent almost an hour of our time trying to prove that the dinner omission was not her fault, rather than making an effort to fix it. I had to show her my gmail account so she could see that I never received an email from them. That was her only concern--fault-finding. We later learned from a printed English guide in the room that reservations for dinner must be made by 3 pm--she lied to us and told us reservations must be made the day before. Clearly, the restaurant could have accommodated us but no effort was made.

We were then driven to our room and unceremoniously dropped off. No mention of the guest lounge, where one could have drinks and snacks. No other tour of the property. And did I mention that my family of 5 occupied 2 of their 14 rooms--at a cost of $3000 for the night? This was undoubtedly the worst experience for the money I have ever had. I booked this property though JTB--I regret not trying to have AMEX Centurion book it for me, because I could at least complain through their agents. I asked to speak to the hotel manager on the evening of check in, and was never contacted. I do not thinking in all of my years of travel, that I have ever NOT been contacted by a hotel manager when I asked to speak to one. And at this price, such treatment is criminal.

On this particular Okinawa trip, we also stayed at The Terrace Club at Busena and Uza Terrace. In the past, we have tried Busena Terrace and the Ritz-Carlton. Of these places, I would recommend The Terrace Club at Busena and the Ritz-Carlton. We also had a scheduling issue at Uza Terrace, but fortunately we were able to speak to the hotel manager and he was able to rectify the problem. In any event, unless you have an appreciation for dinosaur properties with poor service, avoid Oriental Hills. The property is, frankly, a disgrace to the generally superb hospitality industry of Japan.

(images are of the tasteless doormat INSIDE your front door; tasteless chair; English hotel "guide" stating the 3 pm dinner reservation cutoff)

Stayed: July 2016, travelled with family
17  Thank porteur
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 16 November 2014 via mobile

This is our first trip to Okinawa and we chose this hotel after very careful consideration because I don't want to spoil my birthday. However, the room rate is really high that we had doubts if it's worth it before we went especially when it starts to chill and we could not enjoy the private pool. In the end, it proves that we made a good decision as I can say we experienced the best personal service ever even though we have been to many different good hotels all over Japan and the rest of the world, even better than in Ritz-Carlton that we stayed after this hotel!!!

We arrived late by rental car because of flight delay and the warm king & queen welcome starts off with the right foot.

We were then driven by golf cart to our room (in fact, it's even shorter in walking distance) or I should call villa with private pool and it was stunningly spacious, well-decorated, fully-equipped and clean.

Aside from the large private pool which is around 15-20m long and a nice pool deck overlooking at the bay, the room has everything you need and with high quality. In-room wifi, large led TVs, Blu-ray Disc player, fridges with free non-alcoholic minibar drinks, bedroom with large and comfortable bed mattresses and pillows, safebox with sockets, heated clothes rack, hansgrohe shower, jacuzzi bath tub, bathroom amenities made from caviar extracts, bathroom amenities tailor made separately for men and women, etc.

They only have 1 restaurant but separated into different sections for Teppanyaki, Japanese, French and sushi cuisines.

We had Teppanyaki the first night and Japanese the 2nd night and both dinners were amazed as they not used great food ingredients including the okinawan ones, but also re-created the cuisines so that they do not look traditional but contemporary and extremely delicious!!!

Breakfast can be served at restaurant or in villa and we tried both. You can choose Japanese or western and we had western both days and was delicious and hot even served in the room!

Last but not least, I want to highly recommend the staff and the service here! All the staff here are friendly and professional from front desk, chefs and restaurant service staff! They really serve you personally like remembering our favourite coffee, always giving options for your likes and dislikes, attending to all your needs within minutes at your room, etc. I hereby would highly recommend Ms Hasegawa who handled by reservation queries and also all our daily needs. Honestly, we not only feel like king and queen but a really home away from home with good staff as friends!

We certainly will be back in the summer days so that we could spend more time in the pool and their facilities like spa, gym, library, bluray library and boutique etc.

Thanks to Oriental Hills Okinawa for such a perfect stay experience!

Stayed: November 2014, travelled as a couple
1  Thank jaqu1324
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed yesterday
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Stayed: July 2018
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 11 May 2018 via mobile
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Stayed: March 2018, travelled as a couple
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 19 March 2018 via mobile
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Stayed: January 2018, travelled solo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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