Trust Maison Hakone Sengokuhara - Vacation STAY 24226v

House was very clean, lots of space for a family. Nice quiet neighborhood. Would book again

Pillows we're uncomfortable

Large, cheaper

We booked two nights. Don’t stay here. We made the mistake of staying here one night. I had to exit the house at 2am due to the strong mold making me sick. The floors feel like they will break any time under your feet. There was no hot water. The heater was too hot in one room but the rest of the house was cold. The house should be condemned, torn down, and built fresh. It can make you sick from mold. We made the mistake of following the first instructions sent from the host to “Please search on Google Map "Trust Maison Hakone Sengokuhara.”” The only result as of April 2023 is wrong. We sent a message right away to say we could not enter, and sent pictures of the door. We were talking to them for over 2 hours on the booking app, and at one point in the first half hour of troubleshooting with them I even said to them “One of your reviews says they were sent to the wrong address at first. I wonder if this is the same problem.” We were tired and overwhelmed. The host did not notice we were at the wrong unit even after I asked if that was the problem. We struggled for over 2 hours. Finally we resolved it no thanks to the host. They eventually sent us the info that we were at the wrong place, but by then I had realized it myself. It took over 2 hours outside the wrong place talking to the host on the app. I made the mistake of trusting Trust Maison Sengokuhara to provide a safe unit and basic customer service. These were not provided. I was sick from the mold after hours in their unit and before I arrived at the correct one they wasted my time for over two hours, before admitting I was at the wrong unit. In the end he apologized for not checking, but this is unacceptable. I even suggested being at the wrong unit might be the problem and he didn’t check then either.