Rusutsu Kuma House

This booking was part of a multi week ski trip to Japan. This was our last week. We arrived around 830pm and found the house in a generally dirty condition. There were numerous bugs, both live and dead around the house. There were cans of bug spray left out. There was a sewage smell in the downstairs laundry and bathroom area that wafted throughout the downstairs. There was no heat in one bedroom. The radiator in the hall was leaking some red fluid and not producing much heat. The beds had thin mattresses or foam. Only one burner on the stove worked. We notified Booking.com and the owner that night. We had to stay one night because there was nowhere else to go at 1030 pm. We would have left that night otherwise. I woke up with large stink bug in the bed with me and fresh ones in the house. We got rid of the bugs we could the night before. Met the owner, Jonny H, an Australian fellow, who simply tried to justify all of this. We had booked this for a week. We left that morning. The owner has refused a refund. Booking.com has offered to refund 20,230 JPN Yen or $185 Cdn Dollars. The Kuma House booking was $10,247.30 CDN or 1,064,008 JPN Yen. After more than 10 years of using Booking.com, I have lost faith in them after this experience. Watch out for Kuma House, Jonny H, and Hokkaido Resorts Group.

An older house is not in itself bad, but this was old and dirty and is in need of serious upgrading. It had a bad bug infestation. It has obvious plumbing and drain issues resulting in a sewer smell in the house and this is known to the owner. The furniture was old and dirty. The headboard in the upstairs bedroom had stains. Waking up with large stinkbugs in your bed is not on. The lack of heat in the downstairs bedroom was a big issue. The beds were bad. The owner, Jonny H, and Hokkaido Resorts Group seemed to care little about these issues and tried to justify all of them. Their response was that they have had no complaints and no bad reviews, and the furniture was better than in the booking photos. This house is disgusting and needs to be seriously updated in all aspects. It needs to be cleaned thoroughly. This house, in its condition, should not be allowed to be on Booking.com. I could only upload a few photos of lower quality for the website. Booking.com needs to do better when they have properties like this and problems are reported to them. Booking.com has seriously damaged their reputation with this booking and their response to us. We left this dump after the one night and luckily were able to get space in a 5 star hotel in Rusutsu for about the same price. We are of course currently out 1,064,008 JPN Yen. This booking was the disappointment of an otherwise great 3 week trip to Japan, all booked through Booking.com. We wasted a good part of one of our 5 ski days in Rusutsu dealing with this house and finding new accommodation. Not what you want to be doing when the snow is falling.

Great 4 bed house with the option of a car. Approx 2klms from the East parking which is free, as apposed to Niseko. Close to convenience stores and ski rentals. Opposite a massage service which costs 5,000 Yen per hour (compared to Niseko prices of 19000 Yen) Attentive and friendly hosts.

Good location which close to Rusutsu resort. Free parking.

Too many bugs, no drying room for snowboarding stuff.

Nice spacious house well located to the hill for skiing. It was perfect for our two families. Jonny and the staff were helpful in getting us settled in.

Kuma house was comfortable, warm, and in an excellent location. The lounge room has a very large comfortable couch with great aspect windows allowing for lots of sunlight to enter the room. The house has a very nice ambience

The two king single beds were a little small for couples