The customer service is excellent. The house has character and is very comfortable. We enjoyed the onsen facilities. Owners have information about the area and provide transport to the train station. We enjoyed the fish dinners and traditional Japanese breakfast. The hallway rugs have seen better days and need to be replaced. Note that the house has great views of the lake and Mount Fuji, but is far from town and restaurants. However, the owners provide transport to the public transport tourist bus. If you have a car, this location is perfect to enjoy the area without the tourist crowds. For us the location was perfect to get away from the crowds in town.