Redefining the Hospitality Experience: When Man’s Best Friend Becomes Priority

In the heart of Shizuoka lies an onsen ryokan (traditional Japanese inn) with a history stretching back to 1915 — the ‘Komatsuya Hachinobo’. Prior to the global pandemic, this 30-roomed inn thrived on hosting large group tours. But in the aftermath, they took a bold pivot: welcoming travelers with dogs.

“Prioritize Dogs” became the unique mission of this ryokan. What prompted such a drastic change, shifting from an audience contributing to 70% of their business? The answer lies in a heartfelt meeting between the inn’s younger proprietor, Mochizuki Keita, and his staff.

Keita, previously employed at a prominent electronics firm, returned to his family’s ryokan in 2015. He soon observed a palpable lack of enthusiasm among the staff. As he delved deeper, he noted that group guests, often prioritizing feasting and revelry, sometimes became rowdy and inconsiderate towards the staff. Cleanups after them were also massive endeavors.

During a staff meeting, Keita posed a simple question: “When were you happiest at work?” The unanimous response was — serving guests who brought along their dogs. It turned out, Keita’s father (the current president of the inn) allowed guests with dogs two decades ago. However, the dogs were restricted to rooms and offered no additional…