Staff at the main entrance weren't attentive and helpful even seeing customers pulling big luggages under strong wind and snow, they even turned back into the hotel without offering any help which wasn't Japanese hospitality at all. Also waiting for long for procedural check-in although room was pre-assigned and luggages already sent to room. These aren't a standard for such high class resort hotel. Fortunately, they became helpful again later to book bus to next destination and call that hotel to pick us up at bus terminal. Had the problem not happened, this hotel could have been 5 star.