In building wellness services amid natural surroundings like Watarase’s hot springs and trails, how do you ensure harmony with the environment while making nature accessible for restoration and balance?

In order to allow people to enjoy nature, we are working with local residents to develop environmentally friendly roads. We are also considering measures to alleviate overtourism on public transport, such as requesting increased bus services or introducing a circular bus around the hot spring town.

how do you weave local traditions and cultural practices—such as the Kumano Kodo pilgrimage—into your onsen experience to foster authentic, grounding wellness for body and mind?

Many people come to walk along the Kumano Kodo trail – a World Heritage Site – so we provide information on the route and a free shuttle service to our overnight guests to take sample routes. We believe that travel is about interacting with local people, so we strive to provide human service, smiles, and conversation—hoping guests will be enriched spiritually through the countryside’s nature, people, and food.

facing historical challenges like economic stagnation, shifting perceptions of onsen,  how are you planning wellness operations for long-term resilience?

During the COVID-19 period, the environment was terrible, and even though the number of guests dropped dramatically, we had to maintain employment. In times like these, we came together to maintain and manage the facilities, review our operations, and improve our services, believing and waiting for the day when repeat customers would return.

The labour shortage has become even more serious due to work style reforms. We have invested in people, created a comfortable workplace, and worked to hire new employees and retain existing employees.

In the past, company trips and gatherings were canceled to avoid crowds, and travel patterns changed dramatically—with many reservations made online and guest reviews visible immediately. We strive to provide service that satisfies all our customers, listening to survey results to improve.

your clientele includes tourists, and  kumano kodo pilgrims, both domestic and international. what do you think they look for, and what kind of experience do you propose?

The majority of visitors come to walk the Kumano Kodo trail and many use the station as a stopover for sightseeing at the Kumano Sanzan, Mount Koya, and Adventure World.

We value the word “omotenashi” and strive to ensure that all our guests are satisfied, hoping they will experience, understand, and appreciate our service firsthand. We aim to provide uniform service to both domestic and international customers without discrimination, while responding to the differing needs of each individual as much as possible.

We offer baths, meals, and interactive services that set us apart from other hotels, and we position our pricing as a strength to balance competitiveness and profitability.

wellness destinations like watarase contribute to community vitality through engagement and economic activity. how do you collaborate locally to support sustainable social and economic health?

We participate in meetings with local people to protect the environment and preserve traditions, while striving to create local employment.

Challenges include labor shortages and volatile sales due to significant monthly fluctuations. There is overtourism in accommodation, dining, and infrastructure, but guests have a strong desire to learn about the area. We hope they find spiritual enrichment through simple interactions with nature, people, and food, rather than something overly special.

To communities developing as wellness destinations, we recommend balancing demand and supply thoughtfully focusing on authentic experiences that enrich visitors while sustaining the community, avoiding privileges that strain local resources.