Good experience:
The staff are very nice and talkative. We feel safe and comfortable.
We were assigned to a room upstairs, and they helped us to pick up the luggage, and care us about the cold weather.
Although you need around 10 min walk from JR Karuizawa station, they may offer you a ride if they are free.
Improvement area:
Our room got inadequate power socket. Although you may ask for borrow power supply, it would be even better if they can actively offer the power supply for customers with this issue.